When New Jersey teacher Steven Titus sent emails to GameStop Corp. complaining about the slow shipping of an order, he received a late night call to apologize – from a director on the video game retailer’s board.
Ryan Cohen took it upon himself to speak with the New Jersey teacher.
“I just got your email, I’m so sorry this happened. Let me get to the bottom of this,” Ryan Cohen told Titus.
Ryan Cohen then asked GameStop’s new customer service chief Kelli Durkin, who spearheaded initiatives at Chewy that included written personal notes to customers, to look into the matter.
Titus was reimbursed for his purchase, even though he had not requested a refund and was only complaining about the tardiness of his order.
This phone call is stated to have occured in early March.
As previously speculated, it’s safe to say that some of Ryan’s first initiatives at GameStop will be to revamp the customer service experience, as proven by his recruiting of Kelli Durkin into the role of Senior Vice President of Customer Service at GameStop.