Email customer service

In the last couple of days I have sent 2 emails to 2 different European companies. Both companies wrote back in less than 12 hours. Not only that, the responses were friendly and personalized (ie. not a canned message) and actually useful.

Compare this to the customer service that we are (or at least I am) used to receiving from US companies. You are lucky if you hear from them in 24 or even 48 hours. Then you usually get a canned message that only vaguely addresses your issue. Maybe we are too worried with lawsuits, providing a “consistent customer service experience”, as well as lowering the per-email handing costs. But I’ll tell you something, I was impressed by those two companies, and I wish I could keep doing business with them because they have earned my respect.

Maybe there is a lesson to be learned here.

Posted by david at 8:50 am | Permalink |

Filed under Observations