Amazon #1 In Customer Service, But Will This Lead To Sustainable Loyalty? Yes
Customer service in the conventional sense has generally implied face-to-face communication: greeting a customer; providing him/her with product information, demonstrations, additional options, or size assistance; suggesting add-ons or complementary products; and finally, completing the sale. Historically, the best opportunity to cultivate great customer relationships is within an environment where personal interaction between the retailer (i.e. sales associates) and customers is at its peak: a physical store.
So does it surprise you that a traditional brick-and-mortar retailer didn’t top this year’s list? Further, just three of the retailers (Kohl’s, JC Penney, Nordstrom) who graced the top 10 aren’t primarily entrenched in e-commerce, catalog selling, or home shopping.
So how does Amazon rank #1 in customer service?
As the world’s largest online retailer, Amazon has been a driving force behind the e-commerce movement and changing standards for customer service excellence and here is one such example.
This customer ordered a book from Amazon and it didn’t arrive through the post. Like you do in these situations he made them aware of the situation. He was connected to the online chat, and a customer service representative named Thor. The rest is just brilliant. Read the epic conversation of Amazon Customer Service Executive and Customer (Conversation of Thor & Odin for book :) )
Amazon Customer Service Number: 1800 3000 9009