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Monday, 16 July 2007

online customer service


It's nice to have your expectations exceeded and here's a public thank you to amazon.

A delayed order email enquiry was answered within an hour with action promised in 24 hours. Quite often I think our expectation is that an email enquiry will disappear into a black hole (actually easyjet have an email address called blackhole@easyjet).

That's the kind of service that delivers trust and I think we need as much of that as we can get in the FS world.

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