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Vistaprint: customer service swoops out from the twitter-sphere
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Customer service is still a priority with this company.
When I am happy with a company, I will return over and over again rather than branch out. I'm just that way. If it ain't broke... You dig? Well, I have always loved Vistaprint for their quick, quality work, and solid customer service at affordable pricing.
Recently, I was preparing an online order for business cards that I needed right away. I clicked the 'rush' option and added a small metal card case to the order for good measure. When all was said and done, the cards had been lost somehow and I was staring at a reciept for a metal card case, which I would be paying over $30 to rush deliver to me at work. I called customer service. I spent an hour and a half of calm, yet escalating frustration, asking to delete my order so that I may place it again. In the end, she was so sorry, but she couldn't help me. I was on fire.
I proceeded to do something I haven't done before (except with Comcast), and that is 'tweet' about it. I needed to vent and so I ranted to my friends/followers on Twitter about how poorly I was treated. Sadly, I'll admit I felt slightly vindicated and logged off my computer.
The next time I signed on, I had a direct message from a customer service representative at Vistaprint apologizing for my bad experience and reaching out to help. Intrigued, I wrote back. A brief exchange endured, at the end of which I had been gifted my entire order, with a sincere apology. I was overjoyed, and my long-standing confidence in Vistaprint had been restored.
The gentleman who helped me was a class act. He just swooped out of the Twittersphere and took care of me. I asked him for some perspective on the use of Twitter in the life of a corporation. He was kind enough to email me some of his thoughts:
At Vistaprint, we have a very dedicated team of customer service agents in our design and service center but some customers would rather head to the internet and have an alternative way to get their issues resolved. Since social media and Twitter specifically offer that instant connection with our customers, we decided to do actively participate. Not only are we building a stronger bond with our customers, but we assist those who have issues or problems. Interacting with customers in another medium shows that our company truly cares about top notch service.
– Jeff Esposito, Public Relations Manager for Vistaprint
Thank you, Jeff. Hope has been restored.
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