How to get the Best Customer Service

We’re proud of our customer service here at the Fool. Even though we’re not a huge company, we have a dedicated Customer Care Fool who is charged with keeping customers happy throughout the entire purchase process. We’re also in the process of building out our SUPPORT page as we implement new technologies to keep up with your queries.

Our central challenge to providing the best customer service is our seasonal rhythm. Because we sell a lot of textbooks, 90% of our sales happen in 3 months every year. We get slammed with orders (and customer service requests) in January and June/August and then are relatively less busy for the rest of the year.

This is part of why we have expanded our definition of customer service. Our Customer Care Fool goes way beyond just answering phones and replying to emails. She is responsible for ensuring customers are served throughout the entire shipping process: Picking, packing, labeling, shipping, and more!

With all of that in mind, here are some tricks to getting the most out of our Customer Service:

1. Email us. Don’t call. Though we do list our phone number on the site, email is much, much faster when we’re slammed with requests. Sounds crazy, but it’s true.
2. Details, details, details. Give us all the info you can in your email: Order numbers, dates, purchase venue, ISBNs, titles. It’s ALL helpful in finding your order and getting you a quick response.
3. Be cool. I know you’ve been given the runaround by other companies, but we WILL get back with you soon and will do what we can. If you start off with threats and recriminations, it may actually delay our response as we take a walk around the block to clear our head before responding.
4. Returns are Quick and Painless if you read the Return Instructions. Before sending anything back, let’s discuss it by email. We may know a quicker, cheaper solution to solving your problem than the standard return procedure. Drop us an email to keep us in the loop.

Customer Service exists because nobody’s perfect. Everybody makes mistakes. The BookFool difference is that we want to make it right. Drop us an email today!