Customer service is not complicated and keeping your customers happy is not hard.
In fact, it’s really very simple.
Take for example my recent experience with Apple.
My 6 year old son asked me could he purchase a 0.69p add-on to the app he was playing on my iPhone and I agreed. Little did I (or he) know, that when I typed in my iTunes password, it gave him full access to purchase whatever he wanted within the game.
Lo and behold, I was landed with a bill for £146.00 the next morning from iTunes.
Who’s responsibility was it? Well, mine of course. If I am the one paying the bill, then I am responsible for every single aspect of the money I spend. “I did not know so therefore I am not responsible” does not apply here. I should’ve made it my business to find out.
Yet anyway, I wrote to Apple and explained the situation, hoping that the Fruit Ninja App might want to share some of the cost, and refund me some of the money. I expected to have to fight my case, and state very strongly where I believed they have a responsibility to help to guard unwitting parents against this happening.
As it happened, it didn’t even get as far as Fruit Ninja. Within 24 hours I had a response from Apple apologising for my experience, and promising a full refund of the money, no questions asked.
1. They saved me two of my most precious commodities: Time and Money
2. I told all my friends and Facebook followers how incredible Apple are.
3. I was able to teach my son the value of gratitude, and helped him to write a letter to Apple, thanking them for their generosity.
Remember: Goodwill spends money, but money does not spend goodwill.