So Here Is Why I <3 Amazon
A conversation I had with an Amazon customer service person:
Me: Hello. :)
Amazon: Hello, my name is Ana*******. I'm here to help you today.
Me: Hi Ana********, I would like to return an item. I picked the "I will pay for shipping" option and it told me that I have to print out the shipping label emailed to me.
Unfortunately, I do not have a printer, nor do I have access to one.
=(
Ana: Oh! I'm so sorry about it.
Do you have any friends or neighbors who have one?
Me: Is there any way for Amazon to mail me the shipping labels in an enveloppe so I acn just tape them onto the box?
Me: Nope. =(
Me: I feel kind of embarassed to be asking. But I've got this kind of debilitating case of social anxiety and it's really hard for me to leave the house at all, much less leave the house and talk to people (which is why I order pretty much everything off of Amazon haha)
Ana: That's alright.
Me: So yeah...
Ana: I'll take care of it right away. :)
No issues.
May I please place you on hold for 1-2 minutes while I look in to this for you?
Me: Thanks. :) Yes please, I appreciate your help a lot!
Ana: S******, could you help me with the mailing address?
Me: Mine?
Ana: Yes.
Me: [my address]
Ana: Done. :)
I've requested a manual return mailing label. And it should reach you in a week or less.
Me: Thanks so much! :D Wow!
Ana: No problem, I’m glad I was able to help.
Me: I was hoping it was possible but wasn't expecting much. :)
It's tricky because a lot of people don't understand or care if you say "I can't do this simple thing because social anxiety".
Me: Thanks a lot for taking me seriously and helping me out and solving the problem so fast and everything! I really *really* appreciate it!
Ana: I feel you, S*******.
Me:
Ana: I'm you in many ways. :)
Me: =) All the love and kudos for you!
Thanks Ana*********!
Ana: You too.
Me: Bye now. Have a super amazing day!
Ana: Will sure do
Thank you for contacting Amazon.
AND THAT IS WHY I
You know that oh so rare feeling when someone doesn't try to give you 500 bullshit solutions you've already tried to a problem they don't have and just *listens* to you explain your needs and helps you the way YOU need rather than the way THEY want?
That feeling is pure joy and validation.
And also awe because it is an increasingly rare thing to find a company whose customer service agents will act like human beings interacting with other humans in need of help. Most of the time, customers are treated like *the problem* rather than a person who needs help with a problem.
This morning, when I contacted Amazon's customer service people for help, I entered and left the conversation feeling respected, listened to, understood and validated. THAT is what Amazon gave me this morning. =)
That they managed to solve my problem quickly is a bonus because even if it had taken an hour instead of 5 minutes, I'd have happily waited because I wasn't being treated like I was a burden or a blight on their performance stats. Hell, even if they *hadn't* solved my problem, I'd have still ended the conversation satisfied.
So this is just me sayin'... treating people like people is THE singular most important thing any customer service department can do. And a shitton of them are majorly dropping the ball and failing at the simple task of EMPATHY. Professionalism doesn't mean you're not allowed to be human anymore.