A lesson in customer service from the Google Adsense team

I gave myself a fright yesterday when I absent mindedly re-registered for Google AdSense instead of just logging in. I'm not quite sure what I was dreaming about but that's what I effetively tried to do. Then when I logged in under the 'new' account my AdSense Reports console showed the grand 'Total Earnings' of...... $0.... Zero.... Nada.... Argh!!!!!

I'd been recently expecting a second cheque for about $100 so this was not good. Cue panicky email to Google and serious doubts that I'd even get a response. Boy was I wrong. Not only did I get a response but a very courteous and helpful one. They started off by thanking me for explaining my situation. The asked me to "please be assured" that everything was ok. They hoped this email addressed my concerns and encouraged me to reply directly if not and even suggest how they might improve their customer service!

Now think about that for a while. The whole tone of the email was apologetic even though I was the one who had f**ked up! Not only that but it was extremely polite and informal. And even then they were concerned that their customer service wasn't good enough.

I've read plenty complaints about Google before but I would have to say that this was the most impressive customer service email I have ever received. And the icing on the cake? My second $100 cheque is currently winging its way across the pond :)

Comments

[Peter]

You know there's a new feature in beta that allows you to directly transfer the money into your bank account. No need to be fiddling about with cheques and postage and all that lark. Those cheques could quite easily go missing in transit.

[James Corbett]

No, I didn't know that Peter, thanks. Sound great! And this will be available for their Irish customers too?

[Dave]

I just clicked through from the RSS to tell you that you could get it paid straight into your bank account but someone beat me to it!

It works like a charm though!

[Peter]

It is available in Ireland now, after you login, go to the 'My Account' tab and click Edit next to your Payment Details. From there just select Electronic Transfer and fill in your account number and sorting code.