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An example of perfect customer service

It’s such a pleasure to get great service. Here’s a case study from GoDaddy on how to do it from James Pattison and his team at GoDaddy:

1. Answer the call and fix the problem. Obvious — but this is where most companies stop.

2. Turn off the timer. James stayed on the line while I tested the fix to make sure it was done right. He wasn’t under pressure to take so many calls per hour. He focused on fixing the problem 100% and making one customer happy.

3. Follow up. The next surprise: He sent this email to make sure everything was working and offered to follow up.

From: jp____@godaddy.com
Date: Wed, 8 Feb 2012 07:18:52 -0600
To: Andy Sernovitz
Subject: My contact info

Hi Andy!

Here’s my contact information I promised you this morning. Respond to this email with your phone number and a good time to call, and it will be me who calls you back.

Thanks again for the opportunity to further serve you,

James P
Customer Care Center
Regular Hours
Tuesday – Saturday
5:00 AM – 1:30 PM Arizona time

4. Stay involved. I emailed James some questions — and he called me back within minutes.

5. Be accountable. James’ email also included the email address of his supervisor.

Please contact my direct supervisor at (davev@—–.net) with any feedback.

Nice job, GoDaddy — this is how it should be done.

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Comments

  1. Becky Pearce March 6, 2012 at 9:45 am #

    I was really surprised recently to have a similar encounter when I called their customer service. I even received almost the exact the same email from the person I spoke to. I was so pleasantly surprised I even Tweeted about it afterwards. Unfortunately, when I did reach back out to him for additional help – both via email and phone – I never received a follow up and ended up having to figure it out myself. I was so disappointed. It’s not often I am so blown away by customer service that I Tweet about it, so to then have them drop the ball was very disappointing.

  2. Kimmo Linkama March 6, 2012 at 12:01 pm #

    GoDaddy seems to get occasional flak for a number of things, but I have a very similar experience to Andy’s. And if I remember correctly, it was James for me as well.

    The problem was getting my domain transferred from another host and paying for it for the next 10 years, and when the customer service team, helpful and prompt with their response as they were, couldn’t get it sorted out (I had lost my password), James talked to me for half an hour on the phone, walking me through the process and finally making sure the transfer was successful.

    Way to go! That man is worth gold to his organization.

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