Saturday, November 19, 2005

Great Customer Service vs. Bad Customer Service: A Case Study

So remember I told you about the coffee maker I didn't get last night? Today I went to Bed, Bath & Beyond and bought it, and they not only accepted the competing store's coupon for it, but everyone in the store was incredibly helpful.

Then I went to CompUSA. I had ordered a cell battery at CompUSA.com and they sent me the wrong one, so I headed over there to swap it. The disaffected girl at the counter told me with a shrug, "If you order online you can't exchange it at the store, you hafta email them or whatever." No, "I'm sorry" or anything like that. Then she sneezed on me.

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