Service has NEVER existed like this. Never.
I was recently in the market for some background soundtracks for several professional podcasts I’m producing. After hours of searching the web, listening to track after track, I stumbled upon the Music Bakery. What a great selection and after a short time I was able to pick out a few tracks for purchase.
The online purchasing and downloading of tracks gave me almost instant access.
Here is where the REAL service kicks in: I received a personalized video-email from Kelly, making sure everything went smoothly and offering me an opportunity to grab a short-term offer from the Music Bakery. I took them up on the offer and thought I had entered the correct promo code but an oversight on my end caused me to pay full price.
I intended to get in touch with the Music Bakery but as I was traveling I put it off until I could come home. I forgot about my plans to contact Kelly for a partial refund when, about a week after my purchase, I received a phone call from Kelly. She simply wanted to make sure everything went smoothly and that I was pleased with my purchase. WOW. I thanked her for her personal touch and then told her there was one thing I thought went wrong. She immediately applied a refund to my credit card and I thanked her again expecting all was done.
Within minutes, I received another personalized video-email from Kelly addressing our conversation, thanking me, and of course inviting me back at any time.
Kelly, YOU delivered service like I have NEVER had before. THANK YOU.
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6. November 2007 at 05:15
Video-email? Personalized?? That is amazing! This not only says a lot about your service rep Kelly, it says a LOT about Music Bakery. To have the equipment in place, and the applications in place that make this happen…WOW. I have little interest in going and buying a bunch of background music tracks, but, because of your customer service story, I am going out to their website right now!
I have a similar success story with Apple. 5 months after purchasing my first iPod, the power disappeared, literally, no matter what I did the iPod would no longer power on. So, of course, my first action was to contact Apple support. I went out to their website to locate their contact information. In doing so, I was, sonehow, immediately guided to their online support site. Within minutes, I entered my serial #, stated the symptoms, and submitted a repair/replacement request. Now here’s the kicker! The NEXT day I received a box with prepaid shipping included, and a small perfectly fitting spot for my iPod to sit in. I put the iPod in its spot, taped up the box, and handed it to my postman. TWO days later I had a brand new iPod on my doorstep. Yes, in only 4 days total, I had my broken iPod shipped out, and a new iPod in my hand. I was simply amazed. And to this day, I am an Appleholic!
Great story. I am enjoying your blog.
30. January 2008 at 03:35
Kelly and her company shows how things are supposed to be done. The customer service from Dell is great. I love their technical support with Dell Connect. It fast and effective. Anytime there is something that I cant figure out or fix I just log on chat and Dell Connect.