Customer Service Doesn’t Have to Be Stuffy


Share on LinkedIn

My name is Thor. That is how one customer service rep for Amazon opened his exchange with his customer in an online support chat. In the chat transcript that went viral recently, an Amazon customer service rep named Thor went deep into character with a customer who had joked around with him about his name.

The rep began the conversation with “Warmest greetings… my name is Thor.”

The customer responded, “Greeting Thor. Can I be Odin?”

(They are referring to the Norse gods Thor and Odin.)

What ensued was a customer service conversation that was light, funny, and still got the job done. The beauty of what Amazon’s customer service rep did was that he read the customer. The customer started the joking, and the customer service rep picked the ball right up. While he maintained the joke throughout, he also stayed focused on a solution and doing his job. As you can see from the screenshot below (click once to go to original, then click again for full size), the actual customer service interaction did not last that long. The service rep was able to have fun with the customer and to still get the job done efficiently.

Amazon Customer Service Does Thor

While humor can be risky in customer service, there is almost no better way to create rapport and liking quickly. Customer service doesn’t have to be stuffy, and it is often more effective when it isn’t. When you feel like you have a good read on the customer and the customer is open to it, don’t be afraid to interject humor into your service interactions. If you fail to do so, you risk the wrath of Thor himself.

Photo credit:

Republished with author's permission from original post.

Adam Toporek
Adam Toporek is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here