This article is part of our Lessons in Customer Support series. You can learn more about how companies, large and small, handled their customer service issues here.
The art of making customers happy is not something you can learn from a book or a 30 day crash course. It’s a continuous learning process where you got to observe and pick up the best practices that catches your fancy.
To make the learning process less of a chore, we thought it would be worthwhile if we brought to your attention some of the latest and the best lessons in customer support. This, we intend to do every week and the first set of lessons isn’t far away!
PayPal CEO Writes Personal Responses
Letter from the PayPal President
There is no denying that PayPal is a wonderful service that makes moving money across geographies extremely seamless. But, their policies and customer support have for long remained a major pain. Few days ago, the company froze the accounts of two prominent businesses without any solid ground.
Both the parties took their grievances online and the fiasco was covered by major online media outlets as well. Taking a leaf out of our suggestions to tackle irate customers online, David Marcus, the President of Paypal himself sent out personal mails and commented in Hacker News promising to fix all outstanding issues.
We’ll have to wait and see if PayPal actually succeeds in its effort to make customers happy. But, atleast they have taken the right step forward by admitting and apologizing for their mistakes!
Lessons You can Learn from the Genius Bar
Apple Genius Bar
Apple does a lot of things right. In particular, the user experience and customer service at the Genius bar in their retail outlets are nothing short of legendary. In this article, Sara Toole talks about the takeaways from her experience at the Apple Genius bar and the brilliance of their customer service manual.
Interview with Nancy Georges
In the past few days, I’ve had the opportunity to interview two successful entrepreneurs and read some insightful ones done by others. One such interview was that of Nancy Georges, a customer service expert. Now working as the Online Marketing Manager for GetApp, she sheds light about common concerns and strategies in customer service for small businesses. It’s short, but is worth a read!
Did you read anything interesting last week? Do share with us!
