This isn’t a simple review post. This is mostly just me singing the praises of Office’s customer service department. I know, not the type of thing I usually write about – well, not on this blog, anyway. I actually write a blog for a business, with a focus on ecommerce and all things related, including marketing and – here it comes – customer service. So, naturally, today’s exchange with shoe brand Office’s customer service and social media department really excited me (I have the saddest life ever).
Here’s what happened, in a nutshell
I saw some shoes, I liked the shoes, I bought the shoes. I paid cash. I wore the shoes. I no longer liked the shoes. My feet cried, I felt sorry for them, I agreed to take them back after the weekend. I spent the weekend at Monsieur Raptor’s. I returned home. I discovered Mother Raptor had cleaned my room and lost my receipt. I lamented my tragic life.
So I’ve set the scene for you. Have you spotted my issue? I bought the shoes in cash and lost the receipt. This should mean that I’m unable to return the shoes as there is no proof of purchase, and they’re not faulty. Now, having just paid for a holiday to Budapest, a Google Nexus Tablet, a warm winter coat, and various other bits and bobs, piddling away £48 on a pair of shoes I’ll never wear is not the best news for my purse.
So I decided to Tweet the brand, in the hope that they’d give me some advice on what to do. I assumed they’d tell me there’s no solution other than curling up in a ball and getting wasted on my own tears, or that they would contact head department and get back to me, or just not reply at all.
Approximately 10 minutes later, I had a reply asking for the details of the shoe – item number, size etc.- I handed over the info, and they somehow managed to find my receipt, and DM’d me a number to quote in-store to return the shoes.
Office, I could kiss you. In about half an hour, I went from moping about the office (as in my office, where I work,, not the shoe store in question), considering selling a kidney for money, to squawking with all the glee of a baby bird having its first meal of regurgitated worm. Ecstatic.
Twitter can be a powerful tool in customer service. As all posts can be accessed by anyone with an internet connection, brands are aware that they’re more open to scrutiny, and it’s easier to look bad. Because of this, they are more likely to accommodate your needs and requests – imagine if the store was rammed with customers, and a sales assistant was not only rude and unhelpful, but loud about it. Chances are, they’d lose some customers, have some bad word-of-mouth PR and generally look like dickholes. Well, this is what happens on Twitter: customer Tweets brand, brand replies with “computer says no”, they look bad, they lose customers.
So, if you’ve lost a receipt or have a faulty item, try taking it up with the brand’s Twitter team. Chances are, they’re more knowledgable in customer service standards than your garden-variety shop assistant, so you might have more luck than simply going in store.
Have you tried Tweeting a company before trying in-store? How did that work out for you? I’d love to hear your positive (or negative!) customer service stories!
Madame Raptor x