It has been a long time since I have experienced excellent customer service. I mean - exceptional customer service. It is hard not to generalized but I was truly beginning to think that 'exceptional customer service' was a lost art; that companies had lost their service mojo. And then - along comes Victoria's Secrets. Now before you wonder what I have to do with Victoria's Secrets, I must quickly point out that it is my daughter that has shared this story with me and which I now pass on to you.
My daughter had hoped to purchase a particular eye shadow which she had seen in makeup tutorials on the Victoria's Secrets (VS) website. Unfortunately it was not available from their on-line store. So, she enquired as to whether it had been renamed or was out-of-stock. Her expectation was to get a reply within 48 hours detailing where she can purchase the eye shadow. The reply came within 48 hours with the expected details so nothing exceptional there - but it was what else was said in that reply that has won over my daughter for life which, as she is only 18, translates into alot of money for the Company. One simple e-mail is all it took. Here is what they wrote:
'Thanks, so much, for taking the time to get in touch with us. I understand you are looking for our eyeshadow, Between the Sheets. It's my privilege to respond to you personally.
Regrettably, this eyeshadow, #242781-L80 is no longer featured online, however it is still available. Please call us at 1-800-888-8200 or 1-937-438-4200 (outside the U.S. and Canada) to order this item. If you need further assistance, please reply to this email or call anytime.
(My daughter's name), you've chosen Victoria's Secret. We think of that as a privilege. So, if there's anything more we can do for you, please e-mail or call us any time.
Happy Holidays,
Paige
What won my daughter over was the personal touch; that Paige obviously had to find out the information about a product that was no longer featured on the website but particularly, here was a company that saw it as a privilege to have her business and that shines through on every single line of the response.
Well done to Victoria's Sectrets. I know where I will be buying my wife's next gift.
Yours in execution,
ian
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