I wrote to Rivers this afternoon, just the general email address from the website. I wasn’t expecting much response, despite Rivers’s reputation for being pretty ‘DIY’ and approachable. They sent me an auto-response, which is a nice start, but the way they worded it made it quite special. The formatting was terrible (I’ve pasted in html so you can see), they could lift their game there, but the words were right. I thought I’d share, because it’s a great example of a company getting their customer service oh so right (I’m not a customer by the way, just thought I’d make that disclaimer):
YOU WILL BE GLAD TO HEAR……..
Your email really has been circulated to all of us senior management/ directors.
If we have our wits about us and pick up that your mail raises concerns (not covered below ) that need one of us to deal with we will do as such.
You would be amazed just how many things we fix in the business this way.
PLEASE PLEASE DO NOT BE CROSS WITH US BUT WE HAVE TO CONFESS …………
As we are trying to cut some overheads in these economic times we have generated this email that answers the most common queries which means if your query is covered by the below you will not receive an email direct from one of our customer service members…
The email goes on, but you get the idea… Nice work Rivers.