11-04-2006, 01:31 PM
Quote: Showing that it pays to meet customer expectations, Amazon.comwhich relies heavily on self-service to assist shoppersis tops among all retailers in customer service, according to a survey released by the NRF Foundation and American Express Co.
Amazon, No. 1 in the Internet Retailer Top 500 Guide to Retail Web Sites, is notorious for its lack of customer service features common on other retail web sites, such as live chat or easy access to a toll-free customer service telephone line. Although it offers a Help link at the top of each page, the Help section is mostly based on self-service links to get answers. Shoppers also have the option to e-mail Amazon for a return e-mail or telephone call.
But since many of Amazons customers apparently expect that type of service, it scored highest in the survey...
full article: http://www.internetretailer.com/dailyNews.asp?id=20426