Please don’t contact us, part 2
I may owe Samsung an apology.
After my last post, about how my Samsung NV-10 camera stopped working and I had difficulty in getting a response from Samsung about it, I emailed Samsung again. This time, I had a response before the day was out, and it was a great response:
Fast. Clear offer of help (”Please give us a call at 1-800-SAMSUNG to speak with a live agent who will be able to assist you in troubleshooting the issue and setting up a repair…” A copy of my original email so that I can remember what I said. And few presumably helpful links.
The only thing that could still be done is follow-up. I haven’t yet responded, just to see what would happen, and haven’t heard from them again. So while this time Samsung did everything right, they could get bonus points for following up, which would help maintain the connection with customers like me who get too busy to address the issue right away.
So, so far, great. Let’s see what happens when I call for help.
More to come…
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Tags: customer experience, e-Marketing, electronic engagement, marketing