AMAZING Customer Service!

by Kay King

Posted: 12 years ago 16 replies

INTERNET MARKETING

I have to pass this on - maybe others have seen a similar setup but it was new to me.

I had a problem with an Amazon order. I tried to use chat - got disconnected twice. Anger level was escalating so I decided to call Amazon directly. Assumed it would be a 30 minute wait at least - with all the attendant recordings and elevator music and ads.

Big surprise!

Amazon has a callback feature. You enter your phone number and can click to "call me now" or "call in 5 minutes". I clicked on "call now".

My phone rang within 15 seconds - and it was a REAL person calling me. My problem was solved very quickly and the rep was friendly and personable.

I don't know how they were able to do this a few days before Christmas but it's a major feature of the site in my opinion. I hope this method of customer service spreads to other companies!

kay

#amazing #customer #service

luckypig 12 years ago

No wonder that Amazon is one of the best and biggest company on the web.It's nice to know about their superior service.
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- AnniePot 12 years ago
  
  I have nothing but good to say about Amazon - customer service truly is "Their #1".
  
  Over the years I've had very few issues needing one on one contact with them, but just like your experience Kay, they've always been helpful, courteous, and noticeably fast!
  
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- MP80 12 years ago
  
  Hi Kay,
  
  Yes I have struck this recently with some government (lol, of all places!) departments here in Australia - including the Tax Office believe it or not.
  
  I was pleasantly surprised, to say the least. Definitely works well to lower frustration levels for both customers and staff. Not to mention creating warm, fuzzy feelings (/viral advertising) for companies who use it.
  
  Max.
  
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Rod Cortez 12 years ago

Wow, 15 seconds. That is VERY impressive. My buying experiences have only been great through Amazon. In the rare times when there was an issue, they were able to resolve it quickly.

I was having an issue with one of my sites a few months ago so I contacted my web hosting company during the wee hours of the night. I was doing a real-live chat and the rep said that the supervisor would need to call me (they have 24/7 customer service).

I advised the rep for them to call me on my cell. Within 5 minutes I was getting a call from a supervisor who was able to handle my issue. This kind of service definitely builds loyalty. I'm the type of customer that will pay for better service.

RoD
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zaco 12 years ago

I called Amazon in regards to the associate program they have, oh man! really nice people! I had to wait 45 seconds then a representative answered the phone and she was really nice! Usually when affiliates call the help line, they get the worst service but not @ Amazon
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AnimeMom 12 years ago

It's nice to hear about GOOD experiences with a company that are for real. Now if I could just figure out how to get a response out of a company that keeps ignoring my support tickets and emails. Wish all companies had support as good as Amazon seems to have!
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sbucciarel Banned 12 years ago

I've had to call Amazon also and was amazed at their extremely friendly, awesome customer service. They really stand out in the crowd with customer service.
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Richard Tunnah 12 years ago

Kay,
Amazon support is brilliant. I've had a couple of issues with stuff bought via them over the last 5 years which they've solved promptly. This includes 2 laptops that had issues a month out of guarantee. It's amazing such a huge company has consistantly good support. They certainly gained me as a loyal customer.

Rich
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Megyn Banned 12 years ago

Amazon is the Nordstrom of the INTERNET. Returns welcome.
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- Daniel Evans 12 years ago
  
  Good to hear since I need to get in touch with them about the Xmas present they failed to deliver.
  
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barbling 12 years ago

Wow! That's truly nifty to see.

I remember my husband tried returning a bag to a local online merchant and was refused it (he had ordered two bags by mistake).

I've been encouraging him to send to me the store name and such so I could tweet about it, but he's much too nice for that. Oh well...
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- Kay King 12 years ago
  
  It's amazing such a huge company has consistantly good support. They certainly gained me as a loyal customer.
  
  That was the surprise for me. I've read a lot about Amazon's fast growth and how they have expanded online sales rapidly. Have never seen this great customer service highlighted as a feature of Amazon.
  
  kay
  
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  SkiBum 12 years ago
  
  For someone who has just spent(wasted) 3 days trying to resolve an issue with a large PC/Laptop Manufacturers "customer service" department, and coming away no better than I started, its refreshing to see that some companies still practice what they preach. Good for you Amazon.
  
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  mvirtual 12 years ago
  
  Quality customer service is what we all looking for. Unfortunately there are still companies that don't care about it. I some ordered an video course last week. During the order something went wrong an I didn't get download instruction. I sent them an email and I get answer after five days (today). They didn't fix my problem and they want my order details again. I have to mention that I send them all ordering details in my first email. So, after five days I still didn't get my product and I have no idea when I will get access to my purchase. As you can see their customer support is far away from good.
  
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Bofu2U 12 years ago

Amazon for the win. If only the USPS with their 30 minute hold times during non-peak hours could attempt to copy it. :-/
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HeySal 12 years ago

It's great that Amazon cares for its customers - because they are beyond belief abusive to their warehouse employees. I am so repulsed by their treatment of their employees that I have a moral issue with supporting them at any level.

It's even a further conundrum for me as I am now making a product that it may benefit me to use them to sell. So do I boycott them because they think of employees as machines or livestock -- or do I say the hell with it, if people are stupid enough to work in those kinds of conditions then I'll just mind my own profits and let them struggle?

Not sure if Amazon would be the correct choice for me anyway, but at this stage of the game, I might just go with them and let the employees figure it out themselves.
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