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! 🙂
Polilla Writes 