Customer Service Really is All Around

Recently, I made a couple of online purchases.  For one of them, I had signed up to receive their “special offers” email and received a coupon code for 20% off of my first order.  The email enticed me to go and make a purchase with the company.  I placed a fairly large order then got to checkout where I entered my promotion code which returned an error saying it was not valid.  I placed the order anyway wanting to make sure that no items sold out.  I then emailed into their customer service and explained the issue.  I gave the promotion code I had and got the response “We don’t have that code in our database.  Can you please provide us the information on where you got this?”  I returned a reply attaching the email they sent to me.  They replied informing me that as a “one time courtesy” they would “honor” this and credited me the difference.

The same day I made another purchase from a less popular site which sells slightly lower quality and priced items.  Their site was very easy to navigate, they had a chat window pop up asking if I wanted help finding something. When my promotion code worked a message popped up saying, “Congratulations you have just saved $13.00”.  After I placed the order I received an email message thanking me for my purchase accompanied by another coupon code for another discount on my next purchase.

Customer service is all around us; from the local sub shop to the high-end clothing store to online stores.  It’s crucial for a business to have excellent service. Given my recent experience, I am more likely to shop for less quality in order to get better customer service.  Any company can sell a great product, however, if they don’t have the customer service to back it the likelihood of success is more slim. Like the majority of us, I’m more likely to influence my friends and family away from the company with bad service and towards the company with good. Today’s companies need to pay special attention to their customer service as it is almost too easy to ‘spread the word’ about an experience within our socially networked world.

How much focus is on your Customer Service?  Does it need more attention? Tell us about your Customer Service experiences!

About Kassi Johnson

Kassi has been enjoying her time working with Swiftpage since January of 2008. Kassi manages the Swiftpage Technical Support and Customer Care departments. When not working Kassi it typically spending her time practicing Nia, which she hopes to become an instructor in, or on the next adventure that Colorado has to offer her. In addition to finding extreme pleasure in working with Swiftpage she also enjoys spending time in the mountains, making jewelry, painting, spending time with her dog or playing racquet ball.

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