The Right Way To Do Customer Service Feb 12, 2007
Posted by magnostic in Customer Loyalty, Customer service, Customer support.trackback
Last night, I cancelled my premium membership to TheLadders.com, an executive job site (since I’m not actively looking, I couldn’t justify the $30-per-month fee). Cancelling online was a breeze – one click to get to my account info, one click to cancel, plus a question or two on why I was bailing. No hard push to keep me on board, no making me call a customer-service rep for a cross-sell attempt, just a nice “thank you.” This morning I received an email acknowledgement from a community manager named Kathy Wu confirming the cancellation, with a bonus:
Just a head’s up. Your account was auto-renewed for another 4 weeks last Wednesday. Did you want those extra weeks or had intended to cancel before the renewal took place?
I replied that I did not want the extra four weeks and would they mind crediting my account. A few hours later I received this reply:
Hi Rob,
Thanks for getting back to me.
You’re all set! Please check your next American Express statement to see the $30 refund reflected. You’re now a free, Basic member and won’t be charged again unless you re-upgrade to our Premium level of service.
Best,
Kathy
Proactive, friendly customer service. No muss, no fuss. What a concept! I will certainly use their service again, and I will recommend TheLadders.com to my friends and colleagues. This is customer service done right.
Love the Customer
Here at TheLadders, we are very focused on loving the customer. Our CEO, Marc Cenedella, used to do a lot of business in Japan, and he brought back this phrase: “Okyaku-sama wa kami-sama desu”, which means “The Customer is God.”…
A little while ago in a dry spell I also was a premium member of the Ladders. Never got even a nibble from their, but they delivered exactly what they said they would and when it was time to go they even asked why I was leaving. Real people with real feelings. Now there’s a concept.
the ladders always gives me achallenge to some of my primitive attitudes which i thought were meant 2be part of my ethical behavioural mode.ie.i have leart more professionalism from the customer care of ladders.
kandy.paul