This week, the Blueleaf team wanted to share with you an example of great customer service. It's an email response from Zappos to a customer complaining about a pair of shoes that fell apart. What is so great about the response is that it's original, full of personality and really funny so by the end you can't help but smile. It also feels personal; that Zappos have taken the time to look after that particular customer. Research has shown time and again that it's cheaper to retain your current customers than find new ones, so this is a fantastic way to do it. It also went viral, so attracted more new customers.

So, this all goes to prove that it's how you handle complaints that is so important. How do you do it?

You can read the Zappos email here.

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