A Study in Excellent Customer Service: Amazon
About half an hour after I submitted a complaint about a shipment gone wrong, Amazon replied not only with a credit but also with a personal response that acknowledged the emotional aspects of the situation. I believe it’s worth acknowledging situations in which I receive excellent customer service just as much as issuing warnings about negative experiences. Here’s the response I got.
Hello,
I’m sorry to hear that your shipment was returned by UPS. I completely understand your disappointment in this case.
On a more personal level, I understand the importance of these orders as they were intended to give as gifts to family members honoring significant life events. Regardless of their monetary value, it is the act of acknowledging family and their achievements which gives these gifts their true meaning.
I’m forwarding your feedback about UPS to our shipping department—I know they’ll want to hear about your experience and would take necessary action to make sure that same thing would not be repeated again.
We’re aware that our choice of delivery services reflects on our business as a whole, and we appreciate your feedback.
I understand such inconvenience can’t be compensated, though I’ve issued a $4.00 promotional certificate, which you can use the next time you order an item shipped and sold by Amazon.com.
You’ll see your available promotional balance at checkout—this amount will be applied to your next qualifying order automatically without entering a claim code. Your promotional balance doesn’t appear in Your Account but will always display when you place an order.
I realize that no promotional offer can really make amends for the disappointment caused. Please accept it as a goodwill gesture and an apology for adding to your stress level on this special occasion.
We appreciate your ongoing support and continual purchasing throughout the years and hope to see you again soon at Amazon.com.
We look forward to assisting you.
Well done, Amazon, and thank you.
