Great Customer Service

Just had a great customer service experience. An excellent example of how good customer service can transform a bad experience into good PR.

I was trying to purchase a new leather folder online via Corban and Blair and the online transaction failed to process successfully. After three goes I resorted to the more low tech telephone to place the order.

Good thing #1: The call was answered by a friendly voice and the person already knew I’d had a problem and let me know they had planned to phone me that day to see if they could assist.

Good thing #2: The person already had my details but confirmed them just in case.

Good thing #3: Unprompted the person apologised for the inconvenience and waived the normal delivery fees for my trouble.

Result: A bad thing – customer unable to purchase online – has been transformed into a good thing – a happy customer.

The company in question was Corban & Blair, a design company based in Australia. I predict that with cool products & great customer service they will do well. I am telling everyone I know about this company & their products, I will shop there again. Good PR really!

How simple is this?

  • Treat the customer like they are actually important to you
  • Don’t waste their time
  • Don’t pretend to offer a level of service you don’t actually offer
  • Don’t be rude

Author: Kate Carruthers

Kate Carruthers is Chief Data & Insights Officer for UNSW Sydney, and is also an Adjunct Senior Lecturer in the School of Computer Science & Engineering. She is certified in information security and is currently undertaking postgraduate studies terrorism and security. Kate has extensive experience in senior roles in ICT, marketing, data and digital; and is a member of the NSW Government’s Data Analytics Centre Advisory Board. Kate is currently working at the intersection of data analytics, AI, ML, privacy, cyber security, and data protection.

One thought

Comments are closed.