It's no secret that we as consumers love communicating through technology.
As a result customer service has adapted, and with each passing year begins to rely more heavily on channels like email in order to solve customer dilemmas.
Many might tell you that email is too impersonal to deliver the kind of quality service that customers remember—but is that really the case?
In order to answer that question, I ventured out to see if I could find examples of customer service over email that were so good that the customer just had to share his or her experience.
After all, if you can get a busy customer to screen-capture a single email and share it on the web, you must be doing something right.
I came across some excellent examples, and below you'll find 7 of my favorites that showcase how great things can be done through email when it comes to taking care of customers.
1. Timex Turns the Tables on a Bad Situation
For many folks, a Timex was one of the first watches they’ve ever owned, as they are known for being very affordable and quite durable for the price.
What you may not know is that Timex—despite selling a bargain product—is well known for their excellent customer service.
Consider this example shared ,while biking a while back, Mike had the unfortunate experience of being in a hit-and-run accident, in which he broke a collarbone.
A sour situation, only made worse by the fact that his beloved Timex was also smashed in the process. Not looking for sympathy, but rather a solution, Mike emailed Timex customer support to find out how he could get the watch fixed, and how much it would cost.To his surprise, a Timex rep told him that “We are sure you have enough to worry about after your accident and getting your watch repaired shouldn’t be one of them,” offering to repair or replace it at no charge.
We give Judy a ton of respect for being able to empathize with a customer’s situation, and to Timex for being a company that ensures it’s support reps have the leeway to make things right for customers in unusual circumstances.
It seems they’ve won a customer for life in Mike, and hopefully they’ve served as an inspiration for all businesses to understand how to handle out of the ordinary circumstances like this over email.
We’re very happy to share this story with you for one other reason—I only found out about this situation by seeing a comment Mike left on one of my older articles. It’s nice to see great service happening for the benefit of the customer, and not for the pursuit of good PR.
In fact, the only public mention that I’ve found from Timex about this incident was their get well wish to Mike:
That’s customer service with some class.
Culled from helpscout.
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