Customer Service Was Delivered Over Email
As customer service has evolved, with each passing we rely more and more on online channels like email in order to solve customer dilemmas.
Many might tell you that email is too impersonal to deliver the kind of excellent customer service that people remember — but is that really the case? In order to answer that question, I ventured out to see if I could find examples of excellent customer service over email that were so good that the customer just had to share his or her experience.
After all, if you can get a busy customer to screen-cap an email and share it online, you must be doing something right.
-Timex turns the tables on a bad situation
For many folks, a Timex was one of the first watches they’ve ever owned. What you may not know is that Timex is well known for their excellent customer service.
Consider this example shared with me by Michael O’Neal, a longtime Timex owner. While biking a while back, Mike had the unfortunate experience of being in a hit-and-run accident, in which he broke a collarbone.
A sour situation, only made worse by the fact that his beloved Timex was also smashed in the process. Not looking for sympathy, but rather a solution, Mike emailed Timex's customer service to find out how he could get the watch fixed, and how much it would cost.