Many times trying to deal with a credit card company is like trying to pull teeth. In order to get satisfaction, you're made to jump through hoop after hoop. Today, we found an error on our bill. We purchased something on a promotional plan that allowed us to defer interest, but our bill showed over $30 in interest charged last month. A quick e-mail to the company, who replied in minutes; some exchange of information to clarify the purchase; and problem solved. We gained $30 in interest credited back to our account and they gained a life-time customer.
Good customer service is about handling a problem quickly and efficiently. It is about admitting mistakes and correcting them without a hassle. While the company could have used $30 because what company can't, they wisely chose to correct the problem at the cost of $30 but at a gain of a customer who will continue to shop with them for a long time. Sometimes you have to take the long view. Is being "right" in this instance worth the cost of a customer's future purchases?
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