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Customer Service - What's The Right Thing To Do?

Customer Service - What's The Right Thing To Do?

An extra mile in customer service, being proactive, doing the right thing, even if not asked to do so.

Jennifer Rodriguez
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I am pretty jaded when it comes to online transactions, but there is a reason I have never pirated an Adobe Systems product - the company's customer service. Now, everyone can point at something someone does better, but there is a story here that eclipses all those: the Typekit purchase.

I had been a user of TypeKit for a year or so when Adobe bought the company. Another six months later, I decided to switch from spending $400 every year for a new CS suite to Adobe's subscription model. Six hours after doing so, having paid my $30 or so, I got an email from Adobe:

"You have bought a CS subscription. TypeKit is included in this subscription, we have refunded you your annual subscription cost for TypeKit standalone."

I didn't expect this. If I had, I would have expected complicated forms, phone calls, weird prorated numbers. Instead, without a move on my side, Adobe refunded me the TypeKit subscription fee. Not because I asked but because Adobe thinks it's the right thing to do. That's an extra mile for me, being proactive, doing the right thing, even if not asked to do so.

Do you have any such experience? Or bad one !


Story from a personal experience shared by a user on Quora.com; Image: wikimedia.com

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