I actually laughed out loud when I read this example of WOW customer service. This is a winner from an Amazon.com customer service agent who goes by the name Thor. Talk about someone who knows how to engage a customer!
The rep recognized right away that this was a customer who might have a sense of humour, then leveraged it to an outstanding outcome. This is what customer service is all about – connecting with each customer as an individual, having compassion and building a relationship.
Sure, any rep could have responded to the inquiry and satisfied a customer with a one-day delivery freebie. But Thor took the opportunity to turn it into a memorable experience. (click on the script to see a larger image)
This one’s going in the books for one of the best examples of customer experiences in Live Chat!
Shaun Belding is a global expert on customer service and workplace performance. To enquire about Shaun’s speaking availabilities, contact firstname.lastname@example.org