Hearing about positive customer service stories can be refreshing. Recently, I heard one about how Amazon put a big smile on one man’s face and he even posted it on Reddit.
In Tanzania, a volunteer named Brian (zambuka42) with intermitted access to electricity discovered the U.S. Post Office misplaced a shipment of newly purchased books from his parent’s house to Tanzania. Brian asked Amazon to help him by duplicating his order, so he could avoid having to re-select each book purchase manually due to the electricity issues in Tanzania.
To Brian’s surprise Amazon sent him a refund for his order. He was so awe struck that he even posted it on Reddit along with a screenshot of the Amazon refund. The screenshot now has over 600,000 views.
It’s a great customer service story and great public relations message for Amazon.
According to TechTalk, Amazon’s customer service was last in the limelight in 2007. The story is about A. Hildebrandt, who complained he was not selected to win a $1,000 laptop for the Black Friday discount price of $300. Amazon’s customer service response clearly had the time and energy to reply with a sense of humor.
Hildebrandt wrote how he couldn’t purchase the laptop at its original retail price because he could not “pen epic novels” and “win prestigious literary awards from various countries.”
Customer service person replied, “Take heart; Norman Mailer wrote all of his novels by hand. And you’ve surely heard the phrase, ‘the pen is mightier than the sword’? It would sound absurd to substitute ‘laptop’ for the word ‘pen.'”
In the social media world, Amazon understands customer service plays an important role in developing lasting relationships with customers. Simply, the fact that it can very easily be so impersonal with emails, text messages and chat supports, according to ClickZ.