“Bon Appétit” to Platefuls of Customer Happiness

I’m a huge fan of travel.

And, of eating delicious food.

So, when one of my favorite authors writes a book about both, of course I pre-order it through Amazon.

And yes, I will reference where I bought it in this post because their customer service is tres bien!

The order is set for delivery a couple months in advance. I move during this time, update my address in my Amazon account and call it a day.

Attendez! (Wait!)

51upkg68IaLTurns out, if you pre-order a book with one address but update your account address later on, the original order will store the old address.

I receive the email the book is shipping…to an address I now live 3 hours away from. I write customer service, explaining what happened, annoyed with myself for not paying attention to the order details originally.

They write back less than 24 hour later telling me they are sorry for the confusion and have placed a free one day shipping replacement to my new address…at no cost.

BAM! Issue addressed and resolved. I’m a happy camper. Book arrives a day later and I jump into reading.

Attendez! (Wait!)

Over a week later, I receive an email from a different customer support agent stating “I’m sorry for the confusion…we’ve ordered another copy for you one day shipping at no cost…

Je suis confus…

I respond informing them that I already received the book but do appreciate their efforts as it must be some mix up.

They reply quickly, stating that yes, it was a mix up but I can keep the book at no charge. They’ll eat the cost and are sorry for the confusion. Two copies! Feels like my birthday or something!

cute_little_french_girl_cartoon_happy_birthday_cake_topper-r29ec473446c7478a8a6552a92c8c5861_fupmp_8byvr_512What did I learn here?

  1. The customer doesn’t always pay attention to what they are doing (ahem, myself).
  2. Customer service can go above and beyond to fix an error, even if not their fault.
  3. Customer service can also make mistakes and correct them to keep their customers happy.
  4. French crepes sound amazing. Ok, read the book if you want to know more.

520

 

 

 

I also have to note that the author of this book, Ann Mah, (@AnnMahNet) is pretty amazing at dazzling her readers with customer service too. After all, we are “customers” buying her book. She posted on Facebook a while back that if you pre-order her book, she’ll ship you a personalized autographed book plate. I took full advantage of this, of course! Plus, she’s always responding on Facebook, Twitter and Instagram which goes to show she really does care about her readers (aka customers). If you’re interested in purchasing the book “Mastering the Art of French Eating: Lessons in Food and Love from a  Year in Paris“, I highly recommend it. 

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Jenny Dempsey is the Social Media and Customer Experience Manager for NumberBarn.com. With over a decade of customer service experience, Jenny has been recognized through social media channels as a thought leader. She is co-founder and a regular contributor on the Customer Service Life. When she's not helping or singing to customers, she is studying to become an Integrative Nutrition Health Coach. Be sure to check out DempseyWellness.org and follow her on social media!

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