Amazon efficiency, part 2
I recently ordered a Huawei 3G-to-wifi router thingy from Amazon. It's crap and doesn't work so, after ordering a replacement made by another manufacturer, I had to return the duff one.
Amazon make this really easy. All I had to do was fill in a form on their website, print out an address label with a barcode, stick that on an envelope, and take it to a Collect Plus franchise. There are bazillions of these, even in ruralistan. This is far more convenient than having to take something to a post office which is only open for a couple of hours a day because they want to go out of business.
And best of all, the newsagent I took it to could scan that barcode, and my refund arrived within the few minutes it took me to walk back home.
The mark of a business that knows about customer service is what they do when something goes wrong. When everything goes right it's easy to please your customer, but when it goes wrong, such as when you've sold something that doesn't work, it's much harder. By making returns so very quick, easy, and quibble-free, Amazon have done it. Bravo!