Those who know me best understand that the term “technologically challenged” would apply to me. I keep my IT guy on call at all times. So, when I purchased an audio book from iTunes for my iPod and realized that I had only downloaded parts 3-6 of the book, I was a bit concerned. What happened next was such a good example of customer service that I wanted to share it with you.
My IT guy suggested that I email iTunes and explain the problem. It had been a month since I had purchased the book. I had just discovered the problem. I wondered if they would do anything after that length of time. So, I emailed them about the problem.
I received a quick computer-generated reply stating that someone would be contacting me within 24 hours. And they did! I got an email from a gentleman identifying himself as Ram. Here’s part of his reply:
“Welcome to iTunes Store Customer Support. My name is Ram and it would be a pleasure for me to assist you today.
I’m sorry to hear that you didn’t receive parts 1 and 2 of the audio book “Drums of Autumn.” I know how disappointing this could be for you. I apologize for the inconvenience caused and I will be happy to help you with this issue.
Pat, I have posted the missing item to your accounts. Please follow these steps to download the item.”
He then gave me step-by-step instructions on how to download it. He also told me the times and days he worked so I could reach him if I needed more assistance. His instructions worked, and I got the missing parts of the book.
I emailed him to let him know that I received the parts. And he emailed me back!
“It’s Ram again from Apple Support. I believe that this e-mail reaches you in good spirits. I hope you are having an awesome day so far. I just wanted to say you are welcome and thank you very much for your reply. I am glad to hear that your issue has been resolved and I was able to provide you with the support you deserve. I know first hand how great it feels to get what you need and to have things run smoothly. Apple, and myself, are striving for the best possible service in making sure our customers have been taken care of to their satisfaction. It has truly been a pleasure assisting you. I wish you the best, and I hope that the rest of your day is beautiful. Thank you for being a valued iTunes Store Customer.”
Here’s the point:
- I felt as though I were corresponding with a real, live person who actually CARED about my problem.
- The response was quick.
- He solved the problem.
- He treated me as an important customer, not a technologically-challenged individual.
We all have problems with customers, or, more importantly, they have problems with us, from time to time. How we handle the problems makes the difference in having raving fans or raging ex-clients. We should take an example from a big company that still practices small company values in caring for its customers.
Pat Bryson is the owner of Bryson Broadcasting International, a firm that specializes in coaching and training sales and sales management. She is available to help your staff achieve its next level of expertise. You may reach her at firstname.lastname@example.org or www.patbryson.com. Copyright © 2011 Bryson Broadcasting International.