Is there such a thing as too much customer service?
I open the debate with two examples from last week. On both occasions, I received more than 5 emails and 4 phone calls, for what is essentially a low cost, commodity product.
Firstly I arranged a courier to send some documents to the accountants. Purchased online, cost of £6.87. Received one email to confirm my order. 10 minutes later another email to confirm they had sent it, half an hour later another email to say they courier had accepted it, an hour later another email to say the courier had logged it and assigned a number, then over the course of the next day 4 more emails to remind me when the collection time was.
The 2nd time I ordered some paving online. Similar scenario, except with calls. One call to say they had my order, one to say they had sent it to the distributor, one to say when it would be delivered, and 3 more to confirm the delivery!
Can they actually afford to do that on such wafer thin margins.
Im not annoyed about it, just mildly amused.
Great service, but a bit over the top? Or can I not have it both ways?