Leading by example – This is Customer Service!

Posted on August 28th, 2012 by Matt Sampson - Colorado Web Solutions

It takes a lot to impress me when it comes to customer service. As the owner of Colorado Web Solutions, I have strived to build our company on high quality products and design, but the foundation of it all is great customer service.

As a business owner, I know that customers are the most important aspect of our success and providing great customer service is critical.

I recently had a small issue with a purchase I made with Apple and after contacting them and receiving their replies, I felt compelled to write about it.

Apple is arguably the most successful company in the world right now, they could very simply provide mediocre customer service and probably get away with it, but they don’t. They provide stellar service, even as the monstrous company that they are. I am so very impressed.

I believe that all businesses can learn from examples like this one.

Here are 5 the factors that stood out to me during this interaction with the iTunes Store team.

1) I received a fast reply. It was the same day.

2) The reply was written by (or at least sounded like it was written by) a human.

3) The reply was clear and explained the action they were taking to resolve my issue.

4) The reply was more than an answer, they acknowledged me as a customer and as a person that experienced an issue.

5) When I replied again to them thanking them and praising their service, they took the time to respond to that as well.

I think we can all learn from Apple. If every company could provide service like this in the world, people would be so much more satisfied with their spending.

Here is the interaction:

3 PM Monday I wrote:

Somehow my iphone was having issues purchasing this book previously and it appears to have been purchased either 2 or 3 times. I only wanted it once :)

Can you check to see that it’s only been purchased one time? Thanks so much in advance for your help! Matt Sampson

6:45 PM Monday Apple wrote:

Dear Matt,

I understand that you are concerned about being charged more than once for “###### (Name omitted by CWS)”. I know you would like to have this taken care of as soon as possible. My name is John from the iTunes Store and I will do my best to help you.

After taking a peek into your iTunes Store account, it does look like it was purchased a second time.

I went ahead and I have reversed the charge for the purchase. In five to seven business days, a credit of $23.95 should be posted to the credit card that appears on your receipt for that purchase.

I really hope this will resolve your concern. If you still have any problems please message me. Thanks for being a great iTunes Store customer.

Have a great day, Matt.

Sincerely,
John

7:30 am Tuesday I wrote:

Thank you so very much, that’s perfect.

I must say that I am blown away by the level of support you provide. Considering you are the largest company in the world, I am absolutely shocked at how amazing you all are. Thank you so much for your service and support. I’m extremely impressed.

Have a great one.

Matt

7:45 am Tuesday Apple wrote:

Hi Matt,

John here again from the iTunes Store. Thank you for your kind words. I was more than happy to take care of this for you.

Nothing makes Apple happier than to hear that we have pleased our customers. I wish you the best and hope that you continue to enjoy the iTunes Store.

Take care.

Bravo Apple. You’ve got a customer for life now. Are you getting customers for life with your Yahoo Store? This was a great example of one way to do that.

Have a great week everyone –