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06 December 2006 @ 08:39 am
I love quirky things, unless they're also tacky in which case they might have the saving grace of being kitsch as well, but mostly I just love the quirk factor. My latest fun thing is to try to find the best online customer service. You know, the kind of response you get after you place an order with some online store. Mostly they're just "Your order is being processed" and maybe an acknowledgement email with your order summary and a 'thank you for using our site' note. Dull.

Which means that when a store makes that little bit more of an effort then I'm more likely to return to them in the future. Up until lately my favourite has been the ThinkGeek.com's "team of highly caffeinated dispatch monkeys" who were busy compiling my order as the acknowledgment, but they've been beaten by CDBaby.com. I have used them before and remember that they had a quirky order status email system (which came from an actual person no less!) and this time I was reminded just how cute they could be. Within moments of me ordering from them I had an email from "CDBaby loves Shona" (nice touch) thanking me profusely for my order and telling me what was going to happen next (it would be processed, sent out and I would get another email confirming when it had been dispatched). Got up this morning to find an email from them again to say that a team of 'highly trained professionals' had lovingly placed my CD on a satin pillow and a hush had fallen as it was carried through the building to be packaged. It was then lovingly polished to ensure it was in the perfect condition before being placed reverentially in the box. Apparently a candle was lit by a Japanese monk to ensure a speedy delivery and the entire building sang songs of joy as it left them. They are apparently exhausted by all that effort but are looking forward to working just as hard for me again.


I also remember from last time that there was a follow up email about a week later just to make sure I'd received the CD and hoping that I would come back. I will need to check and see if I get the same this year.

See? That's quirky customer service that is ensuring that not only will I use them again (alas they are indie and smaller artists rather than big labels so I can't get everything I want from there) but I am actively recommending them to everyone.

So now I'd love to know your quirky customer service stories - doesn't have to be online stores, doesn't have to be fun. I worked on a returns desk in a not-particularly-up-market clothes store once, trust me, I've seen the bad side of customer service as well. Just, with everyone frantically shopping right now I'd like to know that there's still some fun to be had when shopping. So spill, share your stories/rants/complaints/tips.

eta See, this is an example of dull customer service. And yeah okay so it's work related and there can't be talk of satin cushions and candles being lit by monks in Japan, but still - dull... (company and reference number snipped out, 'cause it's probably confidential or something)

Thank you for contacting [snip] Online Support. We have received your

Your message is important to us. We will respond to your email shortly.

Your reference number is: [snip].

Thank You,
The [snip] Customer Service Online Support Team

For reference, my standard query response email goes something like this:

Thank you for your query regarding [whatever they were asking about]. [Answer or suggestions for how to solve the issue including a little humour when appropriate].

I hope this information is of use but if there's anything more we can do to be of assistance please don't hesitate to get in touch.


[sig line including my phone number, a fax number, my own work email and the general work email]

That's fairly friendly and helpful innit?
Current Mood: thankfulthankful
the girl who used to dance on fire and brimstone: birthday pressie - emeraldswanwhiskyinmind on December 6th, 2006 09:30 am (UTC)
They're really sweet aren't they? I guess it could be overdone if every time I shopped online I got that kindof thing, but something just that little bit quirky and thoughtful made me smile this morning. And I know it's an automated programme that generated the sender name as "CDBaby loves Shona!" but the fact that they thought about creating that programme just goes to show that they really have thought about customer service rather than the standard falsitude of "Have a nice day"...
velvetwhip: Bugger by disparagingrantvelvetwhip on December 6th, 2006 09:37 am (UTC)
Believe me, I could not agree more and had I been able to even find anything on the CDBaby website, I would order from them...but their search engine is inscrutable and does not take me to that which I seek...

the girl who used to dance on fire and brimstone: guitar//inspiration - mewhiskyinmind on December 6th, 2006 09:41 am (UTC)
Oh that's a shame you couldn't find anything on there. I'm sure, given my dealings with them, that if you were to email them with your concerns they would be more than happy to help - and possibly upgrade their search engine as a result!
velvetwhip: Black Naughty Evil by purplefeenvelvetwhip on December 6th, 2006 06:13 pm (UTC)
Their site is just so unbelievably confusing that I would not even know where to begin...