This is a guest post written by my daughter, Leslie Klaidman
I am a loyal Amazon customer. I visit Amazon.com regularly…so much so that I pay for Amazon Prime to get added benefits. For example, I still listening to music on a CD rather than on an iPod or iTunes, so I buy all my music from Amazon.
I probably get it from my father. He likes to hold a book rather than use an eReader. So, when he recently received an eBook as a gift, he immediately thought to ask me to exchange the eBook for the hardcover, using my free shipping to have the book delivered to him.
The process was seemingly easy. I clicked a few buttons and received an email confirmation that the credit was applied to my account. I went to order the book for him only to find no credit waiting for me. I decided it was just a time delay and waited until the next day to try the exercise again. I was surprised to find the same result. I returned to the email and located a section explaining how to contact a customer service representative. There was an option to enter my phone number to receive a callback. I had barely hit the “Send” button before my phone started to ring. I answered it and was immediately connected to a customer service representative named Brian.
Brian was very chipper for 7:30 in the morning (I suspect he and I are not in the same time zone) and was eager to help me. I explained the situation to him, and he acknowledged that he might be unable to help me immediately. He apologized profusely for putting me on hold for three minutes. He returned and told me the credit had been applied to my account. Simultaneously, I received an email confirmation that the credit had been applied. He then explained that I could share my prime benefits with up to four family members, and he also sent me an email explaining that. He also pointed out where I could provide feedback about my customer service experience with Amazon. I took the opportunity to give Brian a glowing review.
I was pleased with Amazon before this interaction, but I am now even more impressed with how they run their business. They asked if I would share my experience with their customer service with others…. I am doing just that right here. That’s because they do what they say they will do and rarely, if ever, disappoint me. And I am a loyal Amazon customer.
Amazon’s logo shows they have everything from A to Z covered, and the “C” for customer service gets a thumbs up from me!
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