Conquer Fear in Customer Service

23 Dec

A not-so-scandalous experience.

A not-so-scandalous experience.

I had a great customer service experience recently and have been meaning to share it with you all. The holiday season had other plans. I’ve been go-go-go since October it seems, and I’m still scrambling to get ahead. I’ll be one of those poor schmucks shopping on Christmas Eve, desperately looking for that perfect gift for the remaining people on my list. Wish me luck!

My positive retail experience occurred after a Black Friday purchase of a truly extravagant self-gift — wine glasses. Specifically, Crate & Barrel wine glasses often featured on the show Scandal. Judge me if you will, but my husband and I both drooled after those glasses the first time Olivia took a sip while ruminating on the crisis de jour. With free shipping and a coupon code, I ordered both red and white wine glasses (though I’m really just a red girl).

I received the glasses and was happy to find the red ones as stunning in real life as they are on screen. The white glasses? Not so much. They seemed oddly small and disproportionate. The foot of the glass was the same diameter as the bowl, which for some reason made them appear poorly designed. Understanding the red wine glasses have a whopping capacity of 23 oz., I compared the white wine glass to the ones I have in my cupboard. Even compared to an average white wine glass, these glasses looked comically undersized.

Long story short, I wasn’t satisfied. And this left me in a pickle since I’m 60 miles from the nearest Crate & Barrel store, and my whole purpose in ordering during Black Friday was to dodge the $18 shipping fee. Return shipping fees would no doubt eat into my refund, and after complaining about it my money-savvy friend, she suggested I contact customer service and ask them to waive the return shipping fees.

My initial reaction was “yeah, right.” Why would they? After all, I’m not a regular Crate & Barrel shopper. This is the second item I’ve ever purchased from them, and I did so at a discount. I was afraid of having my plea rejected and feeling even more foolish. Despite my reservations, I placed the call and figured it would be a good example in future stories and segments if it worked out in my favor.

The first person I spoke to seem genuinely concerned that I didn’t like the white wine glasses. She immediately transferred me to customer service where another rep listened to my story and responded with a version of this:

“Tell you what. Because I’m feeling good today and because you’re likely a fan of Scandal, I’m going to send you a prepaid FedEx mailing label for you to return the white wine glasses.”

We then talked about the show and its ability to make us crave red wine and popcorn at inappropriate moments during the day. Apparently Crate & Barrel could barely keep these glasses in stock last year all thanks to their near-constant cameos on Scandal.

By conquering my fear of rejection, I was able to avoid exorbitant return shipping fees and have my faith restored in customer service. This experience is definitely a bright spot in an otherwise hectic holiday season.

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