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ARE YOU GENUINELY EXCEEDING EXPECTATIONS?

My problem

I ordered a couple of T-shirts for my son. He’s a rower, a strongly built lad and I can be a little hit and miss with washing machine settings so I went for XXXL. Yes, I l know – it is a ridiculous size. They arrived and, frankly, we could house a family of six in them. They are VAST!

I visited the website to check out how to exchange them, had to fill in a brief form and received this astonishing reply:

Their solution

Dear Shirine,

Thank you for contacting Cafepress.

I am sorry the shirts you received didn’t fit correctly. I want you to be 100% satisfied with everything you purchase at CaféPress.com. I am ordering you a replacement right away at no additional charge. You should receive the shirt by September 2nd and your new order number is 285609311. I was only able to exchange one shirt the other one is not available in the size you require.

So I have processed a refund for you in the amount of £16.00. Please allow 3 – 5 business days for the refund to be reflected on your credit card statement.

There is no need for a return! I do not want you to incur any additional shipping charges. Please keep the original as our way of saying thanks for shopping at CafePress.com.

If there is anything else I can do for you, please let me know.

Best Regards,

Janet R
Customer Experience Representative
Let’s bear in mind that it was me who had chosen the size.  No-one else had persuaded me to go for triple extra large. My mistake, not theirs. What’s more, it took less than an hour to receive the reply. Wow!

My reaction

It made me reflect on customer service more generally. Do we:

  • genuinely “exceed customer expectations?”
  • find ways to surprise and delight our clients?
  • give our team members the authority to give an outstanding customer experience?
  • respond quickly enough?
  • are we generous or grudging in the face of cancellation?
  • write with a normal human voice, rather than adopt business speak?

I am usually reticent about recommending anyone or anything to others for fear of their experience being less good and yet, I find myself a brand advocate for Café Press. So, if you are looking for a T-shirt and outstanding customer service, you may want to visit www.cafepress.co.uk. We are gathering stories about exceptional experiences to incorporate into our training. If you have any, please share them here.

 

 

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