2. Zappos Knocks out a Customer Dilemma
Zappos is a company well known for insanely good (and literally record breaking) customer service, but can the magic really last over a channel like email?
The Zappos team apparently answers with a resounding, “Yes!” and in what is perhaps one of the most notorious customer service screenshots of all time (originally shared on Reddit), a Zappos support rep named Paul responds to a customer’s unfortunate dilemma with a pair of ragged shoes order from the service.
How he handles the situation is nothing short of legendary:
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What makes this email so great can be summed up in one word: personality.
This email serves as one of the very best examples of support via email that you’ll ever see, and that is because Paul paints a very clear picture of why customer service over email doesn't have to be boring, bland, or lacking in personality.
Paul's style may not work for every support rep, but his enthusiasm for getting customers excited about even a simple email is something everyone in the support space should aspire too. Three cheers for Paul and the Zappos team for crafting for a customer what is undoubtedly one of the most creative customer service emails of all time.
3. FrozenByte Cuts the Red Tape
The gaming software known as Steam allows users to play purchased computer games via an account, with no need for a CD. Unfortunately, this can create a conflict when different versions are released through platforms like Amazon.
That's the problem Eduardo ran into when he purchased a game from Amazon and couldn't get it to work on Steam. He decided to email Frozenbyte, the creator of the game, to see what could be done.
This is a classic case of not letting red tape get in the way of a paying customer's satisfaction. With a single email, Joel from the Frozenbyte support team made things right for Eduardo by giving him a "Steam key" (to activate the game) for free.
He let this customer know that Frozenbyte is the type of company that plays fair with customers and cares more about selling to people who love their products than ringing each customer for all they're worth.
4. How Callaway Keeps Customers Coming Back
Any avid golfer knows about—and has likely coveted—a sleek new set of Callaway golf clubs. As a premium brand, Callaway is obviously expected to deliver on product quality, but as you'll see from this next example, many of their customers stay for life thanks to their top notch customer service.
As a new customer, George was distraught to find that his Odessey putter (a brand owned by Callaway) had begun to lose its grip. The model that he owned was discontinued, so he contacted Callaway's customer service to see where he could buy a new grip, saying that he would be "willing to pay a fair amount" since he was especially fond of the putter and didn't want to give it up.
A Callaway customer service rep named Sean received George's email and said that all he needed was George's address so that he could send him a new grip⎯free of charge.
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Less than two days later, the brand new grip for a discontinued putter was at his doorstep! George would later share the story on Reddit, saying:
“I want to buy more Callaway products.Culled from Helpscout.net
Lots more.”
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