When you are committed to improving the service culture within your company, it helps to observe examples of fabulous customer service from which you can draw. One of the companies today with the best service reputation continues to be the online retailer Amazon. Offering a wealth of products and servicing millions of customers each day, the quality of service from this company cannot be beat. Check out some of the reasons why Amazon continues to rock the customer service scale.
Fast, Efficient Transactions
The first factor that puts Amazon in the top spot is the customer’s ability to find the product they are looking for quickly on the Amazon website. Pricing is usually competitive, shipping deals and choices are available, and ordering is easy. Delivery is also very reliable, compared to other online retailers.
When a problem arises with an order, Amazon is there to make refunds and returns as easy as pie. Refunds are often issued within a day, and some customers have reported they didn’t even have to return the merchandise to receive the refund they were asking for. When it comes to online shopping, adding easy returns to the service menu is a good way to build a loyal customer base.
Fast Response Time
Customers rarely have to come in contact with Amazon’s customer service representatives because the overall purchase process is so fast and easy. However, when they do have a question, problem or complaint, they get an answer – and fast. Response time with Amazon is usually second-to-none, with most customers hearing back from the company the same day a request is made.
In an effort to broaden their merchandise base, Amazon works with other companies to expand their product selection. However, Amazon holds their merchants to the same service standards, and asks customers to rate those companies for them. Merchants that receive consistently low rating from customers may be dropped from the Amazon website.
Compilation of Customer Information
While many online businesses keep customer information on file, few use this information as effectively as Amazon. This company has a full customer history and profile, which can be effectively utilized for cross-selling products, resolving problems fast and providing customers with the highest level of service when they contact the company.
Customer Service vs. Customer Experience
The founder and chief executive of Amazon, Jeff Bezos, makes a clear distinction between customer experience and customer service. Customer experience begins when the customer begins shopping for a product on Amazon and ends when that product is delivered and meets all the expectations of the customer. Customer service is a part of the customer experience that involves the direct contact customers have with employees of the company. Customer service is an important component to building customer loyalty.
Even through exponential growth in recent years, Amazon continues to be rated at the top of many customer service surveys. This company is a shining example of how consistency, speed, fair business practices and outstanding customer service can build a business from the ground up today.