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Customer Service in a Can

Posted By Persuasion Architects On September 13, 2005 @ 2:34 am In Online Persuasion | 5 Comments

When canned customer service happens to good people.  Here is a recent exchange one of our friends had with Target customer service.

> Date: Wed Sep 07 18:18:27 UTC 2005
> Subject; Other questions and comments
> To:  guest.service@Target.com
> From: Brandon
> —————
> 09/07/05 11:18:13
> Comments: I work in the ecommerce marketing/conversion industry
and I expected that you guys would have a pretty decent checkout.
Boy was I wrong. The issues I had trying to purchase a $100 stereo
were so numerous that I can’t elaborate on all of them because I now
need to find another store that sells it. Who gives an error message
at registration that says "Please try another password for your

account"? Why would I try another, I already tried
one? Shall I type it with one finger, shall I chant while I type,
shall I close my eyes when I hit the submit button? What are you
asking of me? I don’t get it? A longer password? One with numbers?
One without letters? Maybe you don’t like the letter ‘h’? It could
be anything! Once I got past that issue, I entered a  shipping
address, then later changed my mind on where to ship it. You mean
once I enter data, you won’t let me edit it during checkout? Wow,
I’ve wasted enough time. I’m going somewhere else.
> First Name: Brandon
> Email Address:
> Phone:
> Subject; Other questions and comments
> Order #: ya right
> estar: ~Brandon~Other
questions and comments~

And here is the response…

———- Forwarded message ———-
From: Target.com

  Guest Services guest.no-response@target.com

Date: 7 Sep 2005 20:10:00 -0700
Subject: Your Target.com

To: Brandon

Greetings from Target.com

I’ve reviewed your account and I’m sorry that your first experience
ordering from our Web site was not a positive one.

We pride ourselves in convenience and efficiency at Target.com, but
this time we fell short of our goal.  Please accept my sincere
apology for the events which led up to your most recent e-mail.

I sincerely hope you’ll give us another chance to prove the quality
of our service.  I assure you that we’ll do everything we can to
help make your next experience a better one.

How Did We Do?
Please let us know if this e-mail resolved your question:

If yes, click here:
If not, click here:


Please note: this e-mail was sent from an address that cannot accept
incoming e-mail.  Please use the appropriate link above if you need
to contact us again about this matter.

Best regards,

Jon B


  Guest Service


How helpful.

I really love the line in this canned email "I sincerely hope you’ll give us another chance to prove the quality of our service. I assure you that we’ll do everything we can to help make your next experience a better one"


Yeah, you did such a great job doing ‘everything’ this time around, I am sure to come around again.  NOT!

I suppose the only thing worse than a canned email response is not sending your customers any response at all. And in light of a response like this, I am not sure how much worse it actually is.

Your thoughts?

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