Why Amazon’s Customer Experience is Better Than Yours

Why Amazon’s Customer Experience is Better Than Yours

I’ve shared a snippet of my customer success story with Amazon in my blog post 3 groundbreaking questions every customer service employee should ask but after last night’s phone call to their customer service department, I’m sold like never before. I’m not a big spender but with Amazon, I would spend it all. Like most people, I dread calling in to dispute a credit card charge but with Amazon, I can do it every day, all day, any day. Here is a company that actually gives me what I want. Rare! Here are the top 3 reasons I really love Amazon’s customer service.
Image result for free amazon stock photo
1. They make it so easy
I needed to dispute a credit card charge with Amazon, I was certain that I cancelled my prime subscription so what’s with the $89 charge? Hubby accidentally searched for Amazon’s contact information in their products bar and it worked! We were instantly navigated to their contact us page. Smart. They asked us to fill in the reason for our call via easy drop down options, entered our phone number for a call back and one second later, someone or something was calling our phone.
Ensuring your contact information is super easy for customers to find is vital for the customer experience. Have a professional phone number, email address and don’t forget that professional voicemail greeting where needed.
2. They are accountable
For sure I knew it would be an automated system dialing us in from a faraway land with a faraway representative and it was! But literally 2 seconds later, a friendly voice was on the other end. She embodied everything you would want in a customer service rep and more. She verified us, found our myriad of Canadian and American Amazon accounts and gave us our refund without an issue, question or spanking. Turns out, it was our fault we got charged and the representative apologized for our inconvenience. Wait, what! She apologized to us for our mistake, that’s crazy. I can’t even get companies to apologize for stuff that was their fault.
A simple apology can make the difference between a one-time shopper and a lifetime customer yet many service reps will simply ignore an aggravated guest even when they wave a red flag. Taking accountability for customer support issues regardless of whose to blame will show customers you take them seriously and more importantly that you value their experience more than winning the blame game.
3. They are dedicated
We were on the phone talking to the rep for over 20 minutes as she scrubbed our accounts for all the mess we created. She was very proactive in trying to find our issues and never seemed bothered by our confusion, disorganization or ignorant questions. Overall, our call went very well and had to be in my top 5 best on phone experiences ever (great blog title, lol) even though it was hubby on the phone the entire time! Yes, I didn’t even speak to her. I could hear her speak enthusiastically; her tone was inviting, very personable and engaging. Hubby barely wanted to hang up. We loved her!
Making every transaction with your customer memorable is extremely valuable. Remembering your customer’s name or their order from the last visit shows that you care and believe me it stands out since so few only 3% of companies delight their customers by providing a world-class experience according to The Dijulius Group, a customer service consulting group in Cleveland, Ohio.
Amazon isn’t worth $131 billion US dollars because they sell everything, it’s because they have centered their business purely around the customer, it’s what drives their strategy, ideas and vision. Customer service is their DNA.
Thank you for reading this post, go ahead and comment, share and like this awesomeness and keep creating amazing experiences!

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