July 19, 2012 3 Comments
Count me very happily surprised.
I was ordering a gift card for someone, and figured – what could be more universally-loved that some luscious Vosges chocolate? (if you’ve tried it, you know – if not, well, what are you waiting for??)
So I go on their site, and the ordering process is easy, with one interesting chocolate-centered twist – when you plug in the zip code of the recipient, the site does a quick calculation about the destination and the time of year, and if it’s going to be a hot trip, Vosges automatically adds some cooling materials for 10 bucks. After all, you don’t want to receive a gooey mess in July, do you?
Except plastic gift cards don’t melt like chocolate. Oops.
A bit frustrated, I filled in the on-line form for Questions and explained the dilemma. I wanted to order, but…and I went off to walk the dog, grumbling under my breath that:
- I would probably not hear from anyone in a timely fashion;
- Any response would likely be some canned apology with no resolution;
- I was going to have to abandon the shopping cart and go buy something else.
Wrong, wrong, WRONG, you overly cynical consumer from New Jersey!
While still out strolling with my black lab Mystic, I received an e-mail from a “Chocolate Concierge” named Anna. In that message, she apologized for the problem (and promised to alert the web team so that it can be fixed), and provided two avenues whereby we could complete the process, including a direct phone call. Speed and a pathway forward – problem solved. Customer happy.
I’ve talked up and given away Vosges chocolate bars in the past, but now they’ve really won my heart. How’s your responsiveness? Is it personal, and fast, and blog-worthy like Vosges’ is?
Well-played, Anna and Vosges. That’s some pretty sweet customer service!
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