Putting the Service in Customer Service

Copy of an email I recently sent to all InternetSafety.com employees…

Let me start by saying that I believe that Disney has one of the, if not the, best  customer service organizations out there.  My great experiences with their customer service is still way ahead of my not-so-great experiences.  However, no organization is perfect and Disney is also an example of this as well.  Consider the following email response I received from them while booking their shuttle service to and from the airport:

Thank you for contacting Member Services.

In order to confirm your Disney’s Magical Express reservation, please email the reservation number and the names of each of the guests along with their flight information.

Thank you.

Maybe nothing seems strange on this first reading.  Re-read the email but this time keep in mind that I supplied my name, the date of our arrival, my email address, and my member number when I sent in my initial request… all of the same information I used when I booked my reservation.

Did you catch it this time?  With 30 seconds of research the person that responded to this email should have been able to locate my reservation.  Instead, I had to log into the Disney website, locate my reservation number, and send it back to them.  I had to take the time to send them information that they already had.

The lesson for us here at InternetSafety.com is to not ask the customer to provide us with information we should already have.  Whether it’s laziness or simply wanting to get the ticket queue cleared out so we can go home, the customer will notice. Keep this in mind the next time you are about to fire the quick response to a customer to get them “off your back”.  Instead, take the few extra seconds needed to put the service in customer service and provide the best possible response to the customer.  They will appreciate the effort even if they never mention it!