Daily Archives: October 2, 2010

Customer service worth talking about

Just a quick post to tell you about some good customer service I experienced today.

I have an online account with Chapters.Indigo … (Coles bookstore is a few miles from where I live.  Same thing.)  I recorded birthdays on my account page and they send me reminders with a percentage off coupon against purchase of a book.  I try to use them but don’t always.  Yesterday I was pleased to receive the reminder as there is a book I want to buy, but even though it said the coupon was attached – it wasn’t!

Now, I appreciate those coupons.  I like books.  And I like to buy books as gifts.  So, I sent Chapters.Indigo an email to inform them of the discrepancy. A few hours later I received an apology, there was a technical glitch, and if I set up another birthday reminder they will resend.  I did that.

This morning I received a new email from them saying the coupon was included – again it wasn’t!  So, I sent them another email simply saying sorry but the coupon is still not there.  A few hours later here is part of the reply that came — “Due to technical difficulties, our coupon generation was turned off during a recent upgrade to our warehouses. We are unable to re-issue a new coupon, and we apologize for the inconvenience.”  Then they kindly informed me that they had deposited a credit into my online account to replace the coupon!
Now that is good business practice, and Chapters.Indigo is a company that has my business!

It is wonderful to be treated well, don’t you think?  Customer satisfaction can go a long way.
Do you have any such uplifting tales to tell?

Thanks for reading, and … Creative Musings!  🙂