An alternative to yelling on the phone
Jason Terk has pointed me to a nice post by Seth Godin on how to get customer service right. It basically boils down to avoiding real-time calls in all but emergencies and using the efficiencies afforded by asymmetric processing to substantially improve the experience for companies and customers alike.
I just so happen to be in a position to try this out on the customer side first hand. Here's an email I just sent to the support address at Dean & Deluca:
I ducked into your 560 Broadway store in New York today and purchased (among other things) a Bodum Bora Bora Thermo Tea Press for $80. Then I got on the train for Boston and spent the next four and a half hours thinking about how I was going to make tea with it. Unfortunately, when I came home and opened the tea press box, it was empty. Doh! I guess I should have double checked before leaving the store, but I just figured that it was customary for the boxes on the shelves to be already filled with their respective products. Luckily the hard salami package actually did contain a hard salami, so there was some solace.
Can you help me obtain my tea press? Unfortunately, I won't be back in New York for some time. If you need some magic numbers from my receipt, I still have it.
Ok, so I'm an rtard. Let's see how it goes.
February 26, 2007 | Permalink
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