Monday, December 22, 2008

No, Thank YOU!

I just had to post about my customer service experience at Amazon. For those of you that thought a positive customer service experience was something that was only talked about in folk lore books, well then read on my friend!
Last Friday I ordered the most adorable pair of shoes for my nephew Kai on The brand name is 'See Kai Run' and they have this cute little red 'K' on the side. How cute is that for a kid whose name is Kai?

Well, me being the best Aunt there is, (but not yet possessing a ton of 'motherly' skills such as knowing that one cry means, 'I want a bottle' and the other means, 'Change me!' ), did not know what size of shoes to order for him. I called his dad and of course the reply I got was:

'Uhhh, he only has one pair right now. Uh, I think maybe a 3 sounds right? Well, I don't know, he just started walking. I'd say they are about 3 inches long (referencing of course Kai's feet, not the shoes).'
So, after much consulting with many mom's in the office, I decide on a size 4 for him. I placed my order at and was happy knowing that they would arrive on Dec. 23rd with plenty of time for me to ogle them first and then wrap them up pretty like!

Then, my sister calls me and is talking about toddler shoe sizes and I start getting a panic attack. She starts convincing me that since they are soooo cute, maybe a 5 would be better so he can grow into them. Duh! What was I thinking? I go into panic mode immediately. I think to myself, 'But I already ordered them! And Dec. 23rd! Oh no!' I immediately get online to dreadfully search for a customer service number.

To my surprise, I find the 1-800 number without really even trying. Not only that, but I just typed my cell number into this little pop up box and seconds later THEY are calling ME! ROCK ON! I am quickly connected with Nice Amazon Lady (A. She is a live person! B. I didn't have to listen to a single options menu. C. Nor did I find myself in my cube shouting, 'OTHER! I said O-TH-ER! Speak to a representative! SPEAK. TO. A. REP.RE.SEN.TA.TIVE. Hello? Hellloooo?')

Nice Amazon Lady did the following that made me post this blog:
A. She commented on how cute my purchase was (I of course then had to tell her it was for my cute nephew who's name is Kai!).

B. She told me what all she was getting from for her nieces and nephews AND let me in on some other gifts that were popular among the Cool Aunts Club that she had been helping out on the phone as well.

C. She cancelled my transaction, posted the new one, and then said, 'I am going to try and checkout for you so that you don't have to do anything at all.'

ME: 'What? Did you say NOTHING? As in all I have to do is sit here and continue having a wonderful conversation with a complete stranger who is just too cool and friendly? I'm not sure how to react...I think now is when I'm supposed to yell at you and then aren't you supposed to 'accidentally' get disconnected from me?'

NICE AMAZON LADY: (Laughs) 'I get that all the time!'

D. She wasn't able to Check Out for me, but all I had to do was go to My Shopping Cart and there it was! My new order was sitting there waiting on me to hit Continue and VWAH-LAH, that was it! AND, I still had Dec. 23rd as a delivery date!

E. She wished me luck in my shopping endeavours for Christmas.

F. She didn't ramble off some memorized, cheesy line at the end that went something like this: (In a monotone voice with a steady fast beat) 'Thank you for choosing Kristy for all your shopping needs is there anything else I can do for you and if not thank you so much and you have a merry Christmas would you like to participate in our survey now please press 1 or I will disconnect okay thank you Kristy for shopping with us today ma'am.'
(G. I hate it when people call me 'ma'am'.)
H. She simply said, 'Okay thanks. Have a good one! Bye.' As if she was just my friend hanging up, that's all!

So thank YOU for the renewed hope that EXCELLENT customer service skills do still exist and that online shopping IS fast, convenient, and fun!


Beth Ann said...

I had to contact customer service at Amazon the other day also. I love the call you feature they have. That's a great idea on their part!

LouX said...

Yeah Amazon rocks... and the shoes are awesome.