Community Chat

[QVCkitty1]

I contacted Amazon customer service this morning and after our conversation they sent me a follow up email. This first line said " Thank you for your warm and kind approach during our conversation."  Now this may be a form that they send to everyone, I don't care, it made me feel good that I didn't contribute to the nastiness that can occur during these interactions. It's a small thing, but sometimes the little things make a difference. 

[september]

I have had overwhelmingly good customer interactions with Amazon agents.  

I also liked that I got to "thank my driver" during the pre-Christmas period, and give the $5 tip, for as long as it lasted.  

[Foxxee]

Yes, it is nice when retailers recognize us.

I had a Christmas present from Walmart last week.

Fedex would not pick up a coat that was too small I purchased for a 13 year old's birthday.  She said she wanted this coat.  They said I must have a label; however, Walmart said Fedex had been picking up packages just using a code.  That's true.

I was speaking to a CS rep, and as she was emailing a label, she said, "Wait a minute.  Walmart just sent you an email.  You don't have to return the coat.  Walmart is refunding your money because of all the problems you are having with Fedex, you are a Plus member, and a good customer."  Shortly, thereafter, I received the email.  

Price for the coat was $96. It's very nice for the price.

Walmart told me to keep it, give it to someone, or give to a charity. 

[QVCkitty1]

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@Foxxee wrote:

Yes, it is nice when retailers recognize us.

I had a Christmas present from Walmart last week.

Fedex would not pick up a coat that was too small I purchased for a 13 year old's birthday.  She said she wanted this coat.  They said I must have a label; however, Walmart said Fedex had been picking up packages just using a code.  That's true.

I was speaking to a CS rep,, and as she was emailing a label, she said, "Wait a minute."  Walmart just sent you an email.  You don't have to return the coat.  Walmart is refunding your money because of all the problems you are having with Fedex, you are a Plus member, and a good customer.  Shortly, thereafter, I received the email.  

Price for the coat was $96. It's very nice for that price.

Walmart told me to keep it, give it to someone, or give to a charity. 

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@Foxxee , Now that's customer service !

[lynnie61]

I find most times (most). If you are kind, they will be much nicer.  I usually don’t return at the Q, but once they made me send back a broken 3 quart baker.  What?  Sent the two good pieces and one in 50 pieces.  I could have uploaded a picture, but the seems almost unsafe to send shattered baker back.  Or why didn’t the offer me 1/3 of the price back.  I would have gladly paid for just the two good pieces.  It was on their dime, but I just didn’t understand it.  

That was generous of Walmart, if your family can’t use it, there are a lot that willl take a brand new coat for kids coat drives.  

[bonnielu]

Best out there.  If there is a problem THEY FIX IT on the first call.  And in our area returns are made to Kohls department store.  They simply send back the product and the refund comes to me quickly. Just to say I do not have to do this often but when I do it is a real pleasure to know that Amazon cares about their customers.  I am a Prime Member and never pay for shipping.  Love love love them.  I wish all the retailers were like them.  

[cindyNC]

I had sort of the same dealing with a grocery store yesterday.  The BF picked up a carton of deli salad, got it home and found the expiration date was Nov 18..........  

Emailed the corporate office, didn't have my receipt.  The local deli manager phoned me and was apologizing all over the place. Offered us free replacement carton of salad and a store gift card.  Told her the reason for the email was to get any other expirated items off the shelf....we weren't expecting reimbursement. She was so grateful that we were nice about it. 

[JeanLouiseFinch]

Amazon is usually worry free shopping because they have such good CS.  

I also had an excellent experience with Vera Bradley recently.  I ordered a purse, intended to be a gift, several weeks before Christmas.  The tracking showed it about 30 minutes away from me and there is sat. The tracking info never updated so I ssumed it was lost.  I got on a chat with a VB CSA.  Easy peasy, he said he'd make it right and get a replacement shipped out the next day.  That replacement purse arrived quickly.  A couple days later, the original purse arrived.  I contacted VB again and told them what happened and that I didn't deserve to keep the extra purse so they emailed me a paid label for return.  All of the interactions were polite and pleasant.  

[mspatmac]

Amazon sent me an email advising there were issues with an item I purchased.  Please destroy the item and a credit has already been issued.  Great to do business with.  

[FLGators]

Amazons interview for potential employees is focused mainly on their Leadership principles. Guess what tops the list during their behavioral interviews - Customer Obsession. The more your answers are focused on Customer Obsession, the better your chances are on scoring a coveted Amazon job. This is not for just their CS but the employees at all levels.

Some sample questions

• Tell me about a time you solved a pain point for customers.
• Tell me about a time when you had to deal with a very difficult customer.
• Tell me about a time you used customer feedback to drive innovation.
• Tell me about one of your projects where you put the customer first.
• Tell me about a time when you went over and above for a customer.

“There are many ways to center a business. You can be competitor focused, you can be product focused, you can be technology focused, you can be business model focused, and there are more. But in my view, obsessive customer focus is by far the most protective of Day 1 vitality.” - Jeff Bezos

This is how they have created a monopoly. Its tough to catch up & small businesses just cannot.