Let's Go Play with the Customers!

I went online to return a pair of tights to Zappos.com (received pink, yuk, had ordered black). The return was smooth and completed online within a few minutes (as always).

A customer service email arrived a few minutes later: As a superhero myself, I know how important the right tights are. It is important that we make sure you have the correct ones as soon as possible. I have personally made sure your replacement order will arrive tomorrow so you may continue to save the world.

Even if there is a problem, be kind and have fun with your customer – they’ll become the best free advertising you have ever had.

Read this recent exchange between a customer and a Netflix customer service online chat representative – it so rocks!

Thanks Steeleworker/superwoman Stacia Pratt for this link.

Dayna
Share this tip with your favorite superhero

More Resources

• Research Report: A Mobile Customer Service Strategy: The Contact Center, the Agent, and the Challenges of Implementation
  
• Whitepaper: Build a Mobile Customer Service Strategy
  
• ICMI Contact Center Symposium: New Courses in Nashville
  
• ICMI Virtual Course: Contact Center Metrics: What Metrics Metrics Matter and Why