Good customer service
can be very hard to find these days. In the 21st century climate of automation, standardisation and one size fits all, everyone is keen to get the sale and make it easy for you to sign up.
But how to cancel?
I have spoken to people who resort to google to search the website of a service provider for details of how to cancel a product or service. Such is the confusing nature of many sites.
So when I found I wanted to cancel a web based service, I was slightly worried. The only cancellation option was an email address, a rather generic looking “Support@…”
This always worries me because generic emails have a tendency to be ignored right?
But I had no other option
In these cases, the usual reply is something like
“Please email again and quote such and such reference number” or “You need to go to (unadvertised) online ticket/helpdesk” or “Please ring… during office hours”
In short, generally making it difficult for you.
But no
In this case, the service was cancelled and the message confirmed the end date and even gave me a few more credits after my subscription ended just in case I changed my mind.
No arguments, no taking it personal (I always try to make my cancellation requests friendly so it can’t be taken personal).
Just good customer service. Thinking about it – a few credits at the end of the contract cost nothing but it may help retain a customer, which is the name of the game.
What about you ? When did you last get good customer service?
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Can I be Overall Organisational Concept please. Great post Jon :-)
how to write a customer focused letter
Agreed. I think often big corporations send letters either with the in
How to annoy people on the phone
It's tough being a telemarketer. Somehow I do have sympathy, maybe bec
Brian Trevaskiss
Great stuff – I always say every contact from your customer is a chance to impress – especially if they are unhappy for some reason. If your customers aren't talking to you they are talking to your competitors.
Jonathan
Hello Brian & thanks for taking the time to comment
every contact from your customer is a chance to impress is a mantra that should taught to all business owners.
The competitor thing is also valuable. Especially when they are just 1 click away.
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