The best customer service I ever got was when I was buying an engagement ring (about 12 years ago, from Blue Nile's website). It took weeks to resolve, but every step of the way the rep (Sean P -- made a big enough impression that I remember his name) communicated clearly what the problem was on their end, what solution he was looking into, and how long it would take before he had an answer for me. He was also laser-focused on making sure the solution would work for me -- right style of ring, equal or better quality to what I'd ordered, in time for me to propose.
Excellent customer service consists of being dedicated to fixing the problem, making sure that your fix will work for the customer, and being so responsive and persistent in communication that they know those things.
The best customer service I ever got was when I was buying an engagement ring (about 12 years ago, from Blue Nile's website). It took weeks to resolve, but every step of the way the rep (Sean P -- made a big enough impression that I remember his name) communicated clearly what the problem was on their end, what solution he was looking into, and how long it would take before he had an answer for me. He was also laser-focused on making sure the solution would work for me -- right style of ring, equal or better quality to what I'd ordered, in time for me to propose.
Excellent customer service consists of being dedicated to fixing the problem, making sure that your fix will work for the customer, and being so responsive and persistent in communication that they know those things.