Netflix has the following written on the sleeves of their DVD’s:
Problem playing your DVD?
Try gently washing with liquid soap or window cleaner.Still can’t play this DVD? Get an immediate replacement at www.netflix.com/replacement
We’re sorry for the inconvenience.
Lost an envelope?
Return two movies in one envelope.Lost a sleeve?
Return two DVDs in one sleeve.
Two things I think you can take away from this for your customer service:
#1) Apologize, even if it’s not your fault. It just makes your customers feel better.
#2) Offer quick, painless solutions if you can. They work way better than perfectly constructed arguments in a press release of why it isn’t your responsibility to fix the problems.
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