Only us who hate bad customer service?

A lot of companies suck at customer service, let's be honest.

There is nothing worse than when you pleasantly write to customer service about your package that hasn't arrived... or about a refund that hasn't gone through.

Then you get an "answer".

Although the answer is not a personal feedback on exactly what you wrote, it is a pasted general answer to a general question.

You know what I mean? It's full of "if you have questions about delivery, we refer you to..." or "for questions about returns, you can find answers at (link to website)"

"But that wasn't even what I asked!" one thinks. “Did the person who answered me even read what I wrote?”

You get the feeling that the person who wrote the email just wants to get over the sk-t as soon as possible and move on with his life.

No, good customer service should have 4 components.

1. You get an answer within a reasonable time (max 24h)
2. It is a real person of flesh and blood who sits down and reads the email.
3. The person who answers WANTS and HAS TIME to solve the problem.
4. The person answering HAS THE AUTHORITY to resolve the issue.

Point 4 is particularly important. Surely it is difficult when you get in touch with customer service, even though the person you talk to does not claim to have the authority or knowledge to solve the problem?

This is one of our core values ​​that we emphasize in all contexts. When you contact us, in any given situation it should feel like you are communicating with a real person of flesh and blood, who actually cares, and who actually has the authority to solve the problem.

Answering with pasted standard answers is extremely enterprising.

Ordinary people have a phobia of all things corporate, and so do we.

/Leo and Sebastian