Week One EOC: Great Customer Service

I remember when I had an experience dealing with great customer service that surprised me quite a bit. I was at Kohl's and I had bought a dress that at the time I thought I had the right size for me. As it turned out that the hanger had the right size number but the dress was not the right number. The dress had been put on the wrong hanger and then just placed back out after someone had tried it on. After I bought it I was going to where it the next day and I was shocked that it didn't fit like it should have. So I had to take it back the following weekend and I thought that there would be more trouble taking it back and returning it than it did, like most places can be at times. This made me think of a quote that I found in a book which is “Zappos has been steadfast in its focus on customer service even as it’s grown. “They’ve focused on customer service and haven’t allowed themselves to be distracted by other things,” says an online retailing expert. In a down economy, retailers especially should be focusing on customer service. But as Hsieh points out, it’s often the first thing to go. “The payoff for great customer service might be a year or two down the line. And the payoff for having a great company culture might be three or four years down the line.”(Marketing: An Introduction for Education Management Corporation, page 4). I know now that at Kohl’s it has not tossed customer service aside and that I will continue to go back for the great customer service that they have there. Also that if something like what happened before with my dress will not be a problem and that if I have to take something back again I know I will have great customer service.