Monthly Archives: April 2011

Epson – A Customer Service Class Act

When it comes to customer service, Epson is a class act.

My husband came home from a business trip to a printer that mysteriously no longer worked with his computer.  He’s pretty technical, so he tinkered. No dice. He went to the Epson website, found the place to submit a case and immediately received an email acknowledgment.  Besides being tech savvy, Tom’s also impatient, so he continued to tinker. Still no dice.

Two hours later, he received an email with things to try to fix his problem. None of the suggestions matched his tinkering – in fact, as he learned later, he probably made it worse.

Fast-forward to the next day. Tom went back to the website, found the Customer Service number and called.  The Customer Service Rep (CSR) asked  his name, phone number and email address. With just that information, the CSR pulled up his record. The CSR noted his email from the day before, noted the last contact he had with them 8 months ago and because their records told them what printer Tom has, started to solve the problem.

The rep spent 40 minutes, first undoing Tom’s tinkering and then fixing the original problem. Wow. My husband was delighted, and he’s a pretty hard grader.

Everything right
Epson has their customer management system wired. They understand that a customer is more than a set of data  and the CSRs have all the information they need at their fingertips. Once Tom identified himself, the CSR didn’t have to ask questions to understand how he fit into the Epson universe: No serial numbers, no purchase dates, no model number. Nada. In terms of a customer support experience, this is first class.

So whether you’re B2B or B2C and have customers – or you’re an organization that has members – when someone contacts you, are you able to easily see how they fit into your universe and relate to them as a “whole”? Make them feel valued and delight them? Or is the information that defines them scattered and hidden in separate systems and various places, requiring you to ask question after question in order to  understand who they are and what they mean to you, not to mention  why they’d call you in the first place?

Where do you stack up?