Usually, when we discuss Amazon customer service, it's in the context of a satisfaction poll they've aced or some sort of wacky innovation that its CEO is announcing.
But there's some news regarding a recent interaction with the company's online customer support system that might send opinion on their performance in the other direction, all thanks to Chris Williams.
Who is Chris Williams? He was just an Amazon customer concerned about his account's security, but a recent brush up with this company's customer service in an online chat proved so frustrating that his transaction has become the latest bad service experience to grab the public's attention.
In the transcript of the interaction posted by Business Insider, one can clearly see the cause of Williams' outrage: the representative, Farah, types grammatically incorrect sentences, requires information to be repeated and, most baffling of all, keeps addressing Chris as "Brittni" despite his assertion that this is not his name.
Along with that, the exchange seems to have taken an extended amount of time for Farah to respond between individual messages.
"Every question I asked, and was asked, the time between each of my responses to her took between five and 15 minutes," Williams said to Fast Company, calling it the worst experience he's ever had.
It's an unfortunate fact that these bad moments will probably speak louder than the good, at least in the press, but it's no excuse for lax internet services. You can't guarantee that there won't be any upset employees, but you can work to make the experience painless and at the very least hire staff that will actually respond to the specific situation and customer with whom they're dealing.