As consumers, we’ve almost come to expect crappy customer service. When it comes to global multi national companies, it often feels like we, the consumers, are just disposable pawns in the game.
So just recently, when my heart rate monitor failed, I wasn’t surprised when Wiggle’s first response was to say that I needed to return the whole order, which meant the heart monitor, plus the cadence monitor and a Garmin Edge 800. My own fault, obviously, for buying the bundle.
No, I wasn’t surprised, but I wasn’t happy. I wrote back, expressing my dissatisfaction and asking them if they were in fact, able to offer good customer service in this instance. I’d spent quite some time customising the Edge 800 to my liking, and why should I remove a functioning cadence monitor from my bike, only to have to waste time setting up a new one? Seemed a bit ridiculous to me, not to mention wasteful.
I received a response the next day, instructing me to return just the heart rate monitor, for the attention of a specific person, and he would “see what he could do”.
A few days later and I have now received a replacement HR monitor. Good result.
From a customer service perspective, it’s great to be able to listen to your customers and respond positively.
What would it take to be remarkable?
Take it to the next level, by knowing what your customers want, and operate to this “common sense” approach. Don’t make customers suffer because of your silly bureaucratic processes.