Add "Thank You Solar Flashlights" to our Customer Care Resume

We have received innumerable thank you notes, emails, referrals, and even thank you pizzas in the past. Today we received an exciting package from Mark Bent, CEO of SunNight Solar and creator of the BoGo Light, as a result of the excellent customer service that Shawnie on our Customer Care team provided for him.

The really cool part is that from our perspective, this was a totally normal, everyday customer interaction. The experience was simple, quick and painless – an easy email exchange and obvious next step.

It’s too often that we take for granted that even this basic customer service is EXLEMPLARY compared to the majority of companies out there.

I ask you this; when was the last time you sent an email to a company and received an answer:

• …the same morning
• …from a real person
• …who completely resolved the concern without any further steps needed?

Sounds simple, but without a quality team, awesome infrastructure (i.e. Email Center Pro for shared email management), and empowerment to make decisions, performing at this level is simply not possible.


Thank you for the Solar Flashlights, Mark!

Jake Weatherly
Director of Customer Experience
Palo Alto Software

Comments

[Jim (Personalize Marketing) Rogers]

Couldn't agree with you more "when was the last time you sent email..."

Customer service is going downhill. People need to get back to the personal touch.

[dax]

Great post! hope to read more from you. thanks!

[Jake Weatherly]

Thanks for taking the time to read this post and leave a comment, Dax. I'll be posting weekly on Mondays with a focus on customer service and creating long-term value through relationships with customers.