It doesn’t hurt to be polite

I had an opportunity to purchase a product yesterday, but it was only available in a 5 minute window.

I do hate wasting an opportunity.

The Emails went like this:

They have been edited.

I wanted to purchase your offer on Ustream tonight

but I was to be charged over $90 shipping to England.

Please advise

Les

Hello,

Thank you for contacting us.

We offer a few different shipping methods. It sounds like that would be the rate for UPS. We also offer shipping as low as $4.50 for regular USPS. You would need to use the drop down to select the other options.

Please let me know if there is anything else I can do for you. I am also happy to place the order for you. I can do this via email or phone.

Let us know if we can help you further!
~~~~~
Melissa
Customer Service help desk

Dear Melissa

Thank you for you kind and prompt reply

However as the offer was on a time limited response.
I feel that by now I may well have missed your deadline.

Les

Hello,

Considering you were on the call today, If you wish to take advantage of the discount for the Program, you can call the office.

I am also happy to place the order for you. I can do this via email or phone. Let us know if we can help you further!
~~~~~
Maggie
Customer Service help desk

Dear Maggie
Am I correct in thinking that I may still purchase at the offer price of $29.00?
Will this be by download or mail?
If it is to be by mail what is the ETA to London England at $4.50 p&p?

Les

Hi Les,

Yes, I am offering you the discount if you want to purchase the product.  You would need to call the office as the coupon is expired now.  Either Melissa or myself can help you when you call to place the order.

Shipping can take anywhere from few days to 2 weeks.  I can not give you a specific time and with the $4.50 shipping rate, we do not have tracking available just so you are aware.

Let us know if we can help you further!
~~~~~
Maggie
Customer Service help desk

Dear Maggie and Melissa,
I am unable to call your office.
Can this be done by email?
And download to save the delay to do it now?

Thank you again for your continuing help.

Les

Hello Les,

To make things easier I have created a coupon called "****" This coupon will give you the same discount as the Ustream code.

You are now able to get the program for $29.00. Please let me know if there is anything else I can do for you.

Have a great day!

Let us know if we can help you further!
~~~~~
Melissa
Customer Service help desk

Dear Maggie and Melissa

Re order ******
I appear to have made a typo of my email address

Please tell me I have not given you girls a problem.

Les

Hello Les,

Not a problem. I fixed it for you.

Please let me know if there is anything else I can do for you.

Let us know if we can help you further!
~~~~~
Melissa
Customer Service help desk

Dear Maggie and Melissa

Please tell Wendi you deserve a gold star.

In a little while I may stop getting any more "oh Dad!"
Thanks again girls for your help and understanding.

Les

Hello Les,

You are very welcome.

Haha thanks!  : )

Have a great day!

Let us know if we can help you further!
~~~~~
Melissa
Customer Service help desk

Dear Maggie and Melissa

Thank you
for the
thank you

Les

Now the offer was only available from 9:00 – 9:05 pm UK time

The normal price is $79.90

And the emails were three hours later.

I could have shrugged my shoulders and missed out.

However I chanced my arm.

In being polite and the generous use of thank you, you can see I won through.

This type of method nearly always seems to work with service desks verbal or written.

The person you are dealing with has any number of customers problems to deal with most of which are served to them in an angry and abrupt manner.

I don’t know about you but I don’t like be shouted and sworn at but I like people who are nice, and so tend to help the latter in preference. Doing as little as I need to for Mr Shouty.

My current email signature is as follows

---------------------------------------------

Seezya

         

      Les

 See my blog


Start with a smile it usually goes quicker.



Always ask for assistance in a friendly way with a smile.
You'll get a better, more helpful response.
Show gratitude at the response
Or as the response starts to be forthcoming.
Always finish with an additional thank you for their time and trouble.

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Now my mum said it is rarely a bad time to say “thank you”.

You can see that it works.

Seezya

Les