Thursday, May 24, 2012

Customer Experience

A company is defined, not only by the products they sell, but by their customer service. Whether we're shopping for art supplies or going out to eat, online reviews or personal accounts from coworkers, family and friends often impact our decisions. Negative customer service reviews will make us think twice about going to that particular business. A one-time bad experience will do the same.

It seems like good customer service should be common sense. But all too often, we come away from what starts as a bad experience feeling short-changed, lied to, or otherwise wronged. All it takes is one irritable representative. On the flip side, sometimes it only takes one representative who is friendly, open and willing to work with us to turn a negative experience into a positive one. In “The 5 Smartest Things to Say to an Angry Customer”, an article on, Ron Burley writes: “I cannot count the number of times I’ve heard from customers who initially would have been pleased with just an apology.”

At ASW Express, we know that one time is all it takes. We strive to give great customer service, listen to our customers and progress accordingly.  Communication is important! We have a whole area dedicated to keeping you informed and answering your questions (like 'what do the icons next to items mean?' or 'how do I know it's safe to order from' . Do you have a question not answered in the help section, or need to contact us about an order? We're available Monday-Friday, 9am-6pm EST at 1-800-995-6778, or by e-mail: We understand business isn't just an exchange, it's establishing a relationship with the customer.

What do you look for from your customer service representatives?


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