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.
Date: Wed, 8 Feb 2012 07:18:52 -0600
To: Andy Sernovitz
Subject: My contact info
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,
Customer Care Center
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.