Recently in a post titled, Amazon Sends “Best Customer Service E-mail I’ve Ever Received” the author posted a supposedly true story of a well written customer complaint to Amazon in regards to their fire-sales during “Black Friday week”. You can read Mr. Hildebrandt’s post as well as the replies it prompted, here.
Just for kicks Jeff Bezos, Amazon’s president was CC’d in the email. Several days went by when a reply was received. In the same tone and whit the clever customer service representative wrote a nice letter that stated the terms of the sales. As well as wishing him the best of luck in next year’s promotion!
Now that is great Customer Service: it’s the ability to take a beating – rather it’s the ability to cleverly say no and have the customer not only accept the rejection – but also be happy and continue to evangelize the company’s reputation.