There Is Hope! Mountain Equipment CS Excels
Outstanding customer service from Mountain Equipment
has given me new hope. I can only compliment them on their outstanding customer service and hold out hope that putting the customer first is not dead.
Over the past few months I have had a series of extremely poor customer service experiences, most notably with BT Business Broadband
, although at least five companies I have had dealings with as both a consumer and business have really let me down.
My dealings with Mountain Equipment clearly demonstrate the benefit of exceeding customer expectations, something we try and do at Macs Adventure Holidays
I purchased a Mountain Equipment Kongur jacket
about 18 months ago, mainly because it was a well designed and constructed mountaineering jacket. Because I work outdoors in Scotland I need my gear to be first class, robust and reliable. The Kongur performed admirably until one of the chest zips burst, at which point I returned it to Cotswold Outdoor
and the sales assistant managed to get the zip working again. Needless to say the zip failed again a month or so later and I returned it to Cotswold who promptly sent it to Mountain Equipment clothing.
Make no mistake that the jacket was very well worn, its great, so I use it for mountaineering, walking, mountain biking and gardening.
I was delighted to receive a call from Cotswold a week or so later to let me know that Mountain Equipment were replacing the jacket with a brand new jacket. Obviously, this is great news and I look forward to using and recommending Mountain Equipment to my clients for years to come.
What other companies can learn from Mountain Equipment's Customer Service:
- Have an established returns/customer service process in place if your product/service doesn't quite live up to expectations.
- The customer is king - Don't argue, quibble or refute the customer's reason for complaint or return.
- Deal with the issue promptly.
- Under promise and over deliver - by exceeding customer expectations you will turn a negative to positive.
- Your customers are your most important sales people - look after them!
So, Mountain Equipment, thanks for restoring my faith in the customer service culture.
I'm a fan for life!