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LEGO has shown an example of great customer service. Here’s the short story. There’s a person named John who bought a LEGO Star Wars set that has over 3,000 pieces, an instruction manual that’s over 400 pages long, and costs over $300. He took the set home and started building it. More than halfway done, he realized that the set was missing a certain bag of lego pieces. His first option was to get a refund, but since the set was already more than halfway built, it wasn’t the most convenient option for him. His second option was to contact LEGO’s customer service. Of course, the idea of contacting the customer service department of a huge company is not always fun. You’re forced to receive automated responses, receive copy-and-pasted responses that aren’t helpful, or you don’t hear back at all. But when John reached out, he received an email that said this: ---------- Dear John, Thanks for getting in touch with us and providing that information! I am so sorry that you are missing bag 14 from your Mos Eisley Cantina! This must be the work of Lord Vader. Fear not, for I have hired Han to get that bag right out to you. Have a bricktastic day and may the force be with you. ---------- In my opinion, the customer service rep who wrote this deserves some praise because this email did the following: 1. He was able to help John solve his problem. 2. He added a layer of entertainment and personality. The rep could’ve just sent a generic email saying that they’re sending over the bag of lego pieces John was missing. But that tiny extra effort really enhanced John’s customer experience two-fold. And if you want to learn how to enhance your own customers’ experiences of working with you, I suggest you pick up a copy of Vance Morris’ Tales From the Customer Service Crypt. This short book contains over 40 different ways to improve your customer’s experience with your business. Which will keep them happy, stick around longer, keep you from dealing with headache inducing experiences. All you need to do is click my affiliate link below to get your copy. https://EllisenWang.com/customer-service-crypt About the author: Ellisen Wang is an email copywriter and the author of “How to Become an Email Titan.” You can read the sample chapters of the book and learn how to write email copy that your subscribers will never get enough of and will make them want to buy from you by opting in at EllisenWang.com. When you opt in, you’ll also get daily copywriting, email marketing, and business tips sent straight to your inbox. If you don't want to optin, you can also read through the blog and listen to the audios for more marketing content and training.
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