Service of When it is Good it is Very, Very Good: Amazon.com at Its Best

February 16th, 2015

Categories: Customer Service, E-Commerce

very good

My confidence in large companies was restored when I responded to a notice Amazon.com sent me because my credit card information didn’t work for an order placed three months before. They needed a new one to ship it.

My response was more complicated than “here’s the new number.” I easily found on the Amazon website how to contact someone. Most large companies make you work for this information and often you fail to find it. Amazon gave me a choice.

emailingI chose email.

I explained that:

 

  • 1) I no longer wanted the book. I’d ordered it early in October and received a notice in November that if I didn’t again hear from them by December 15, the book wasn’t available. Meanwhile, I later saw a paperback of the book, ordered it and received it from Amazon early in January.
  • 2) My credit card number had changed since early October, I wrote, because of the hacking at Home Depot requiring millions to get new cards and numbers. I noted that Amazon has my new number, as I’d made several purchases since October.

In minutes I received a gracious email response from Pratik K saying he had cancelled the order. I thanked him, and he again responded and when I took 20 seconds to fill out my satisfaction-with-the-correspondence survey linked to his note, and wrote how remarkable and fast the service was, I quickly received an email from Khay C.

Khay wrote: “Thanks for writing back with your kind words. I’m glad to hear that my colleague, Pratik K., was able to assist you, and I’ll be sure to forward your message. We want to provide service on a level customers will remember, and it’s great to know we’ve succeeded. Your comments are greatly appreciated, and I thank you for choosing Amazon.com. We look forward to seeing you again soon!”

Has your confidence in customer service been similarly restored recently by a comparable instance?

Confidence 2

 

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10 Responses to “Service of When it is Good it is Very, Very Good: Amazon.com at Its Best”

  1. JPM Said:

    I’d say that you just plain got lucky.

    In my experience, the best customer service is invariably performed, by experienced individual entrepreneurs, who know both you and their business.

    As I write, I am grappling anxiously with what to do about a very large company with which my wife contracted for services in my name. To date, it has mailed us no bill, and I worry whether our credit standing will be affected if we are unable to send them a check promptly. It is one of those behemoths which answer telephone calls exclusively with machines, and I am just not up to spending hours on the telephone trying to get through to talk with a human being. I suspect if I wait long enough, the company will shut down the service, and that will produce a bill to pay, but what a stupid way to do business!

  2. Jeanne Byington Said:

    JPM,

    Had I your attitude, I’d never have contacted Amazon.

    Pick up the phone and call the toll free number. When you get the “punch in this number,” “punch in that number,” simply hit 00000000000. You’ll get a person and they will let you know what’s up. If you sound pleasant, you might get pleasant back.

    Spending one second worrying is a waste of time. Get it over with.

    Sounds like you expect someone else to do it for you. In this “do it yourself world,” that isn’t going to happen unless you hire someone which is another good option. In this economy, I’m sure there will be plenty of volunteers.

  3. JPM Said:

    You make my point most accurately. By definition, there is no service in a “do it yourself world.”

  4. Jeanne Byington Said:

    JPM,

    So triple kudos to Amazon.com then! They are the exception that proves the rule perhaps?

  5. DManzaluni Said:

    Actually I was quite underwhelmed by your inability to compliment personally the first Amazon rep. It made it sound like there is NO personal element to the service you were receiving?? Well at least they had the auto-responses working properly and one hopes that if you had a real problem, they would have been able to assist. With an organisation reliant on building up customer relationships to drive future sales, I suppose there is a probability that you would have luck getting the proper response when it matters.

    BTW You were lucky in dealing with Amazon and generally have to learn to use GETHUMAN.COM to get through to a real person. Pressing 00000000 only gets you so far. Some companies just don’t want to be contacted and will put every block in the way of customers trying to do so. See Adobe, Symantec etc. (the tell-tale word to look for when identifying companies which emphatically don’t want to be contacted is any use of the word “OPTIONS” anywhere on a site or in paperwork)

  6. Nancy Farrell Said:

    I had an excellent experience recently at Game Stop. We bought a pre-owned video game for our daughter and before we left the mall we decided to stop for a snack and to try out the game. We were not able to start our own session unless we deleted the previous owner’s sessions. We tried and failed for 15 minutes to do this. We went back to Game Stop and one of the employees figured it out. He had to do a little research for this and a little bit of trial and error but it paid off. There was a lot of pressure on him, as he had a child counting on him (and watching him). She did not want to return it. She wanted it fixed and he understood this. In short order, we were able to keep the game and our daughter kept herself composed until the issue was resolved. We were very impressed by this employee’s service and we filled out the survey before we left for home. Thank you, Kevin!

  7. Jeanne Byington Said:

    D. Manzaluni,

    I clearly have such low expectations that given a crumb I’ll take and celebrate it! Any response is such a relief.

    I’m adding gethuman.com to my bulletin board. THANK YOU.

  8. Jeanne Byington Said:

    Nancy,

    Hooray for Kevin at Game Stop and kudos to Game Stop for hiring someone with the skills, patience and smarts to be able to fix the glitch.

    May your daughter enjoy the game for a long time.

  9. Lucrezia Said:

    My faith is not restored since it hasn’t been broken. Most customer services try their best to help, and the few negatives I have run into, I attribute to human nature. Sometimes the person at the other end just lost their best friend and is not acting up to par. Experience has found that pleasantness, along with a few jokes (if appropriate) bring about positive results.

  10. Jeanne Byington Said:

    Lucrezia,

    What distinguished Amazon.com was the fact that it was so easy to reach someone. With DManzaluni’s tip–gethuman.com–others, too, might be easier to reach even when they don’t mean to be.

    My heart sinks at the rigmarole I anticipate to get a human to respond. When I’m given a list of frequently asked questions with answers and no place to go to speak with someone it drives me nuts. My question is never listed and I have to waste time looking through all that copy to learn that.

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