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An example of perfect customer service from GoDaddy

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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