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How Customer Service Works

Posted by Viktoria Michaelis on December 27, 2012 in Internet |

Had any problems with a customer service unit recently? Keep getting put on hold or just receiving form (building block) replies ? Then you’re obviously using the wrong company and should think about finding a new one.

The thought came to me today as I was updating – or trying to update – my Amazon Wish List with new titles which I cannot yet afford, but would love to be able to read and, of course, own. I logged in to Amazon, went through my search for the right titles and hit the Add to Wish List button seventeen times. I say trying to update my Wish List because it didn’t work. For some reason Amazon insisted on creating a new Wish List for me.

Luckily there is an option to transfer items from one list to another, except that Amazon couldn’t find my main Wish List so that I could do the transfer. So, what do you do? I did what most people would do, I sent a mail to Customer Support, answer expected in about twelve hours. Well, no, that isn’t what happened either.

I had an answer within ten minutes.

Yes, I was just as surprised as you probably are, but there are some companies who have managed to understand a simple principle: Customer Service is written with capital letters, not as an afterthought, not as a sort of sideline, not as just something which has to be there but needn’t have a high priority.

Sadly the answer given didn’t help me with my problem, one Wish List I’d linked to on this blog and no means to update it, and a new one which I can’t merge with the other.

The second answer came a few minutes later. It seems that I have two accounts under the same e-mail address, one with the original Wish List and one with the new Wish List. That explains why the new couldn’t find and be added to the old. Of course, I have no idea how I can have two accounts under the one mail address, but that is hardly my problem. I simply went to the old list, clicked on each of the twenty-six titles, added them to my new Wish List and the problem was gone. Update the link on this blog, and all is well with the world.

So, if anyone is looking for an example of how Customer Service should work, just take the example of Amazon and you need look no further.

Oh, and the seventeen new titles on my Wish List? You can take a look for yourselves and decide what you’d like to send me … just kidding (well, not really).

Love & Kisses, Viki.

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