So often service in UK is total crap. You can see from many posts here that Amazon genuinely try to put things right and usually succeed.
There is a lesson here for all those British companies who piss about.
1. Treat the customer with respect and not as a nuisance. Ensure your people understand they are there to help you
2. Ensure your people know their stuff and don't stick idiots in Customer service.
3. Empower your frontline staff so they can cut through, bend the rules and cancel charges if appropriate. If you sort out a customer's problem, he will remember the help, not the original problem. Customer loyalty worth its weight in gold.
Amazon do this, not rocket science is it?
There is a lesson here for all those British companies who piss about.
1. Treat the customer with respect and not as a nuisance. Ensure your people understand they are there to help you
2. Ensure your people know their stuff and don't stick idiots in Customer service.
3. Empower your frontline staff so they can cut through, bend the rules and cancel charges if appropriate. If you sort out a customer's problem, he will remember the help, not the original problem. Customer loyalty worth its weight in gold.
Amazon do this, not rocket science is it?