The End of the Story

I got another note from Jonanthan Korzen at Audible. They have completely taken care of the situation and credited my credit card for the money that was wrongly charged.

Thanks, Jonathan!

While it is great that Audible responded I only wish that I could have taken care of this the first time I tried, saving myself and Audible a lot of time and effort.

Customer interaction is a difficult task for all of us. I think we have to remember that whether we work for a multi-national corporation or our own little corner store, whether our company sells services or products, we will not be around unless we satisfy our customers, both internal and external.

I know it sounds too simple, but it is often hard to execute. As a customer, I'd love to enteract with more companies that aren't remarkable but just listen and respond. That said, remarkable would be great, but first things first.

Posted at 08:20 AM | Permalink

Comments

Poor Mr. Korzen, he had to do the job of his customer service department - groveling is never fun. Naturally, he did a good job when the issue landed on his desk but it still did damage.

I remember my Tom Peter's video from the late 80's. Customer service failures are extremely expensive. Now that they end up on blogs they're even more so. One dissatisfied customer can turn into hundreds of discouraged prospects and translate to thousands of dollars lost over years. Audible didn’t avoid that expense.

Audible.com provides a great product. I’ve been with them for 3 years without a complaint until last month. I found their unresponsiveness to be odd since most solid on-line merchants respond quickly to e-mail inquiries. I hope Mr. Korzen can get to the bottom of the difficulty and make changes to avoid further damage.

Posted by: Bruce DeBoer | March 09, 2005 at 08:54 AM