What does birdfood have to do with your customer service?
Before this morning, I would have answered that question with a big “nothing.” You see, a few days ago I ran out of pelleted bird food for Eco, my African grey parrot. I called my usual provider to place the order and this morning a UPS truck arrived with a brown cardboard box.
But when I picked up the box, I heard a suspicious noise…as if the food pellets had spilled from their plastic bag and were now rattling around loose inside the box.
Sure enough, when I opened the box, the bottom seam on the plastic bag had given way and the food pellets had spilled. Being a fussy parrot owner, I promptly called the supplier to tell them what had happened and was prepared not only to tell them the entire story of the spilled food, but had my order number and receipt in hand for the usual questions I would be expected to answer…
I was delightfully surprised because…
as soon as I got a live person on the phone (which didn’t take very long, about 20 seconds in fact), I told them my name and that my bird food order was damaged in shipping…
that’s all it took…the agent immediately had my order information at her fingertips, confirmed that I was ordering from Georgia, apologized for the inconvenience and informed me a new shipment of bird food was on its way!
Pleasant, quick, easy and above all…
completely painless.
How does your customer service compare?