Unbeatable Customer Service - A Lesson from SitePoint

Submitted by rheinard on Tue, 13/04/2010 - 22:23

By being a consumer myself of information products (paper based or electronic) I've experienced a range of different customer support. From no replies, 24 - 48 hour replies to my favorite, uninitiated replies, that benefit me!

The last example of from a company that I trust a lot (my bookshelf is proof of that). A couple of weeks ago I decided to take them up on a 5 for the price of one deal. I ordered my 5 books and were quite happy with them. Then this week I got a customer service surprise I have not yet experienced...

Our records show you have purchased the new digital versions of a PDF that you already own. You now have the option to receive a refund for that item, or to exchange your purchase for a different book.

Please reply to this email and let us know what you'd like to do.
SitePoint, Shayne Tilley

Without me recognizing that I have made a mistake in my purchase they were kind enough to inform me and make me an offer.

This kind of action will earn loyalty for life!

My experience is a priceless lesson and one that I hope I can live up to in many years to come.

Thank you SitePoint for an invaluable lesson in customer service.