Customer Service Done Right
A story of my experience with Anker
I’d like to start of by saying that I am in no way, shape, or form advertising or affiliated with the company Anker. I just had a recent experience with them that I would like to share and set as an example of what good customer service looks like.
I had bought a pair of bluetooth earbuds off of Amazon because my last pair had given out — I noticed this one pair made by Anker, a company based in Guangdong, China. It was an Amazon’s Choice item, with a 4.2 star rating and well over 4,500 reviews so I thought that I couldn’t go wrong with it. When I received the product, I realized that the microphone was busted on my unit. It was extremely muffled and whenever I was on a phone call, the other person was unable to make out what I was saying. I decided to email them about it, since they had an 18-month warranty that covered manufacturing defects, so a little before 1pm EST, I shot off an email describing my problem and asked them what could be done in this situation.
When I woke up the next morning, to my delight, I had already received a reply:
This email can be broken down into 3 parts and the method they use here is a simple yet effective way to solve the issue.
- An acknowledgement of the receipt of the complaint and awareness of the problem. Here, they state that they have received my email and that they have read it. They know that I have a problem with their product.
- What they can do for me. They tell me that my issue sounds like a defect and that is is covered under their warranty. This reassures me that they not only know that I have a problem but that they believe me and that they also feel that the product I bought should be performing better.
- Instructions. They give me a few detailed steps to follow to go through with applying for the warranty, and they give me options if I don’t have certain things such as serial numbers.
Simple, easy to follow instruction in a short and concise email. That’s what good customer service is — serving the customer or client in the most efficient way possible while maintaining professionalism and customer care. I replied with the information and within 14 hours, they told me that my request under their warranty had been processed and the new product would be shipped soon:
Once again, an acknowledgement of my last email containing my information, what they’ve done for me, and a set of instructions (in this case, no need to send the defective product back). Now here’s the thing — they didn’t need me to send my pair of broken earbuds back, and this carries two clear statements. That they believe their customers, and that they value the convenience of their customers. I could’ve lied about the microphone being busted (I didn’t, but I could’ve) and just gotten another free pair but instead, they trust that I did indeed have a defective product and they fixed the problem solely based on my word. That ties in with me not needing to do anything more — no need to send the product back which means that I didn’t need to print a return shipping label, or package up the earbuds in a box, or go out of my way to a post office. Although they do save money by not needing to re-process the returned earbuds, they also lose the potential for salvaging the working components such as the speakers and charging wires, or non-mechanical parts such as the unused earbud tips and clips. So it’s not just about saving money: by not requiring me to send back my earbuds, they show that they do indeed care about their customers and that they come first.
Take note. The core of good customer service is making sure that the customer or client’s problems are dealt with in a timely and professional manner, with the customer’s best interests in mind (as long as it is within reason). Be willing to make a few monetary sacrifices to ensure that your customer comes first, since happy clients make repeat clients. Don’t get too caught up with maximizing cost if it comes at the expense of your customers’ experience because sometimes, that reputation of having good customer service will drive more clients to your product or service from word of mouth. And sometimes, if your service is exceptional, someone just might write an article about it.