Week 1 EOC: Great Customer Service

I joined Amazon Prime a couple years ago and since then I have used it to buy books needed for school, presents for family and friends, and for my own hobbies and I’ve never had a bad experience. What I love about Amazon is that they know that “The key to building lasting customer relationships is to create superior customer value and satisfaction.” – ‘Marketing an Introduction pg. 13’. I didn’t have a noteworthy experience until a couple weeks ago. My Wife and I have a 1 year old son who is now running around house we were in need of a baby gate so we shopped Amazon to find a good quality gate at a reasonable price. We found one that we liked and we placed an order for one gate. Two days later we got our gate but a couple hours later we received a duplicate package. Very confused and little concerned, we check our Amazon account and bank account to verify that we had only ordered one. After confirming that we did only order one gate, we contacted Amazon through an online chat to discuss matter. We explained that we only ordered one baby gate but had received two and we wanted to make sure that we would not be charged later for the second gate. After the customer service representative looked into our account she confirmed that it was an error and that we would not be charged for the second gate and that we could keep the second gate free of charge for being loyal customers. I also mentioned that the second gate came to us damaged and unusable. She simply said, “That’s no problem! Go ahead and send it back to us and we will send you a new one in two business days.” It’s not the variety of products or prices that bring me back to Amazon, it’s knowing that they value me as a customer and they are willing to go the extra mile to ensure my satisfaction.