Customer support done right: Jeff Bezos' e-mail floors an Indian seller
Amazon chief Jeff Bezos is known to look at some customer complaints personally. On Thursday, an Indian seller got a taste of it. And he was ecstatic.
On a lark, Chandigarh-based Amazon seller Kunal Arora wrote directly to Jeff Bezos because an account of his was disabled by mistake.
His e-mail said:
On 24 Mar I got an invitation from Merch by Amazon but due to my commitments I was not able to work on that. So now the problem is suddenly when I am logging into my Merch Account, It says my account has been disabled for violating the terms,” Arora wrote to Bezos on December 8.
Merch is a service by Amazon which lets developers sell fan merchandise through apps they develop. Amazon creates branded merchandise designed by developers and ships it to consumers. So it helps developers generate additional revenue through their app or game.
The following Monday, he received a reply from an apologetic seller relations executive which said: “Jeff Bezos received your email and requested that I research this issue and respond on his behalf.” Soon enough, Arora’s account was reinstated.
“What I have heard that is Jeff finds something is not right then he emails the concerned person with ? In subject line. And then when he finds that issue is resolved then he sends a ??,” Arora told me.
This has been a practice at Amazon for long as Brad Stone points out in BusinessWeek: “Within Amazon.com there’s a certain type of e-mail that elicits waves of panic. It usually originates with an annoyed customer who complains to the company’s founder and chief executive officer. Jeff Bezos has a public e-mail address, [email protected]. Not only does he read many customer complaints, he forwards them to the relevant Amazon employees, with a one-character addition: a question mark.”
Company chiefs rarely reply to customer support e-mail. This is not only good customer support but also great marketing. It also sets the culture of customer focus right.
Assistant Manager, HR Operations
7 年Have worked with them for more than 5 yeas so I know how sincerely these things are handled not like our so called some of the top local companies who will give you a run for your money and will still offer a pathetic service.
Copy chief | Communication specialist | Sr. Editor | Marcom expert | Food writer
7 年Love Amazon and their service!
Driven Sales Professional with mastery in cold calling & closing deals? Contributed significantly to revenue growth at previous companies? I turn leads into customers
7 年While this is certainly a nice gesture however, is it really necessary that we mould and tweak all our policies and procedures if an unhappy customer mails to the CEO or top brass,even if his issue/complaint is not a valid one.....