Patricia Fripp, CSP, CPAE
You're already aware, I hope,
that each and every employee of your company is a "customer service
representative," no matter what the job description says. Read this
terrific customer-service story, and then consider the two questions at
|"I ordered a child's learning laptop computer for my
daughter Mallory for Christmas through Amazon.com," says Susan Barnes, a
payroll manager at MarchFIRST in Chicago.
"Shortly after Christmas, we discovered that the laptop had a defect.
I contacted Amazon, and the customer service was amazing. The young man
I dealt with, Brian, was incredible. They did not have any in stock, nor
did anyone else because the laptop was a hot item.
"Brian offered to credit my credit card immediately and send me a
postage-paid container to return the damaged computer. I explained that
this was all my daughter had asked Santa for, and she would be
devastated if we just returned it. Brian gave me the option of waiting
to see if they would be able to get another one. However, he warned that
the distributor, VTech, predicted it could be three months before a new
one would be available. For the sake of my daughter's happiness, I said
I was willing to wait.
"Brian gave me a phone number where I could reach him and said I
could change my mind at anytime. In the meantime, he would contact me
immediately if one became available.
"Two days later, Brian e-mailed that he had located a new laptop for
Mallory. It would be shipped within a few days, along with a
postage-paid container to return the damaged one. I was so surprised and
impressed with Brian and his great customer-care skills that I e-mailed
him, commending his great skills and asking that my e-mail be forwarded
to his manager. Later, his manager confirmed my message. The moral of
this story is: There IS a Santa Claus!"
YOUR TWO QUESTIONS:
1. Do you motivate and
empower your employees to provide top customer service like this?
2. Could you pose this
customer's problem as an interview question, asking potential hires
how they would handle it?