Digital companies are nowadays very conscious that customer service is one of the main factors contributing to a company’s success or even, failure. Many advocate it as the “new marketing” contributing both to long term reputation and short-term profits.
NordicBet truly internalised the notion of good customer service by deciding to make it their own, when a customer sent in an inquiry in the form of a poem.
The Customer Service agents of NordicBet could have replied in a variety of ways, the most common being that of ignoring the unconventional form of the inquiry and proceeding normally. Instead of adopting this approach, the company opened their reply email with the lines:
“Thank you for your rhyme,
We hope we haven’t used too much of your time”.
The poem goes on to not only address the customer’s issue, but it also provides an apology and a word of advice regarding the problem. All this is done in a humorous manner, all the while undoubtedly surpassing the customer’s expectations of a reply.
The customer replied, clearly pleasantly surprised:
“I have to admit, your customer service is far from lame,
It makes me extra patient, knowing that you’ve got game”.
The Customer Service agent ensures the customer that the issue is being handed over to the technical department and the issue is brought to a close.
Although it is an unusual approach to customer service, it is certainly not the first time. We have heard of the sometimes bizarre ways companies such as Netflix and Zappos interact with their customers and all have proven to reflect greatly on the company.
It cannot be denied that it is important to have a moment where you, as a customer service employee, actually relate to a customer. This is testimony to a more ‘human’ approach to customers.
This is precisely what NordicBet Customer Service agents did as they made the customer feel like they were their number one priority.
This not only aids the relationship with NordicBet customers, but it also gives the company an edge as the field of customer service itself is proving to be a competitive advantage.
In the words of Ryan Buell,
IN SOME CIRCUMSTANCES, A CUSTOMER THAT HAS A PROBLEM THAT HAS RECOVERED DELIGHTFULLY CAN ACTUALLY LEAVE THAT INTERACTION MORE SATISFIED THAN A CUSTOMER WHO DIDN’T HAVE A PROBLEM IN THE FIRST PLACE.
Our NordicBet Customer Service agent truly hit the nail on the head with this one.