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Are you ready? Customer Service Week 2013

We’re ready to party! It’s Customer Service Week 2013. At Relenta, this is our favorite week of the year. Seriously! From now on, that is.

Why? For us, customer service is just one big slice from the pie that is customer happiness. (And we love pie.) Jeff Bezos put it best:

Internally, customer service is a component of customer experience. Customer experience includes having the lowest price, having the fastest delivery, having it reliable enough so that you don’t need to contact [anyone]. Then you save customer service for those truly unusual situations. You know, I got my book and it’s missing pages 47 through 58.

You talkin' to me?!

When customer service is reserved for the truly unusual, good things happen. Here’s an example from Lands’ End, the grandpa of Customer Happiness brands.

Their policy? “If you’re not satisfied with any item, simply return it to us at any time for an exchange or refund of its purchase price. Guaranteed. Period.”

So in 1984, the wife of an avid car collector purchased a $19,000 vintage taxi featured on the cover of their holiday catalog. In 2005, the couple returned it. The refund? $19,000. No questions asked. Imagine the couple’s smiles when they received the check.

What meaning do you give it? When duty calls, do you go above and beyond to make your customers happy? Or has customer service become merely a duty?

If it has, then this is your week to turn things around.

Have a productive week!

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