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Positive Customer Service Experiences

JillW

JillW

I love lavend ... zzzzzz ...
Joined
Mar 1, 2013
Messages
2,511
Many moons ago I worked in customer service and I remember how happy it made me when I could help a customer out. But I have to admit, sometimes I feel like customer service (with a smile) is a thing of the past.

However; I have had a few positive experiences just over the past couple of weeks.

We bought new washable markers for Harper to use when she visited, and her favorite color, purple was all dried up. I emailed Crayola and within 24 hours received a personal email from their c/s - and in a week, received a brand new box of markers.

We bought a bag of Fresh Start salad that went bad before the expiration date - so I emailed them - got back 2 coupons for 2 'free' bags of salad.

I bought a USB diffuser from Young Living and the small bottle inside was faulty, causing oil to leak inside of the unit - so it only worked a day or so. I emailed them (do you see a pattern here? LOL) and a new one is being sent to me (original cost was $25+) - with a nice apology email.

I joined a Chrysler forum (because we bought a new Pacifica Friday) and wanted to read about Chrysler experiences, etc. While researching the VIN # for the van we bought (we pick it up Friday) I found a seat belt recall on it. So I posted in the forum and within an hour someone from Chrysler customer service replied to my post. I noticed many replies directly from Chrysler so obviously, they monitor the forums - if someone is unhappy or having issues with a dealership they step in and help handle it. I think that's terrific! (And I don't think the info I found about the recall was correct - I checked Mopar and there is no recall on the new vehicle.)

There really ARE people that are willing to help and go the extra mile - please share your :wootpositive customer service stories with us!
 
That's awesome!!

I agree with the feeling that c/s is a think of the past at times. But then I look around and I see how customers treat those behind the c/s desk and WOW!! Or hearing people talk to a business on the phone...my jaw is just left hanging at times.

A couple weekends ago I was dropping of a TN at the post office that I had sold in a FB group, as I was closing up the bubble envelope, another customer had come in and I could just tell she was going to fly off the handle the way she stormed in; well she lost it and I was so thankful I could leave and not have to wait for her temper tantrum to end.
 
We've used Walmart's Grocery Pickup service and we've been so happy with them. Once, we left behind $30 worth of soda (I ordered and hubby picked up). A simple call and we were refunded the amount.
 
This is for the other way around. Did you know if you receive good customer service from a Home Depot employee, and you mention them in their online survey, they receive a $50 gift card? I found that out when I took the time to give praise about an employee's help to the store manager, and he told me that. I've never forgotten to do it since!
 
I had no idea!! That is really awesome!!

QuiltyMom said:
This is for the other way around. Did you know if you receive good customer service from a Home Depot employee, and you mention them in their online survey, they receive a $50 gift card? I found that out when I took the time to give praise about an employee's help to the store manager, and he told me that. I've never forgotten to do it since!
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I've been most impressed with the customer service I've received from Smugmug, where I share and back up my photos. I've been a customer for over 8 years and have requested help via email many times. I always get a reply in well under 24 hours and they've always been very helpful. Plus they've got a great sense a humor. They call customer service people "Support Heroes" and they dress up in elaborate face paint for their avatar photos.
 
We bought new dishes in January from Ikea, we ended up ordering them on-line as there was none in our location store. When they arrived the boxes were just placed in a shipping box too large And bubble wrap just placed over them, not around. Which means some of the dishes were broken. My husband called he wasn't looking for anything just wanted them to be aware of how the items were packaged for shipment. She right away apologizing, refunded one set of the dishes plus the shipping cost and just said to throw away the peices that were broken. We were so surprised as we had never called for a complaint.


@JillW
How exciting!!! You got a Pacifica!! Your going to love it! Im assuming they have the stow and go seats!!? Adore mine!!
 
QuiltyMom said:
This is for the other way around. Did you know if you receive good customer service from a Home Depot employee, and you mention them in their online survey, they receive a $50 gift card? I found that out when I took the time to give praise about an employee's help to the store manager, and he told me that. I've never forgotten to do it since!
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I had no idea regarding that. I have a few friends in NY that work for HD... hmmm :)
 
I used to work in C/S (Operation Expert - same as a Supv. with no Personnel responsibility) for a Medicaid HMO Health insurance co... It made me happy when I could help someone with an issue and resolve it.

One elderly man had been dropped from Medicaid in error and he was not going to the dr as he could not afford to go. He had just gotten out of the hospital the month prior with a head injury and needed his meds, but also was having stomach issues... I called with him to the Dept. Of Social Services (DSS) and got him his Regular Medicaid reinstated immediately, called the pharm and got his meds taken care of and then called with him to his doctor to get him in right away. {I did all this for him and he was not insured with us anymore as Medicaid had dropped in error} - After being on regular Medicaid for 30-60 days they (DSS) will automatically switch people to a Medicaid HMO. When his coverage was back with us, 30 days later, he called and with tears in his voice.. He told me I was his ANGEL, that I saved his life... He had an intestinal blockage and had he not gone to the doctor when he did, he would have died. .. I had goosebumps and was thrilled that just doing a little bit of calls I was able to get him his medical coverage reinstated, and his health back on track.

I had a few memories of things like this over the 28 years I had in the industry. You never know what "little" thing you do to help the customer, can actually have a huge impact on their life.

Re Customer Service that I have had, one issue was with Blurb Books for my friend's wedding album I did. When I received it I had a huge crease on one of the pages, which was in the church and was the family photo with the bride & groom. I contacted Blurb, and they asked me to send them a photo of the bad page which I did. They sent me a brand new book via fed ex and told me I did not need to send back the other book. Since that was the only "bad" page, I sent the replacement and the orig book to my friend and asked her to give her sister the "bad" book so it really worked out perfectly! Blurb was excellent!
 
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I recently left a big package of TP on the bottom of my shopping cart. Didn't realize it did not make it into my car until I came home. I called the store (Shop Rite) to see if anyone had turned it in. CS said no but to come in anyway and they would give me a new package. It was totally my fault for forgetting it under the cart but they apologized to me!

I recently received an order of scrapbooking supplies that I ordered online ... the box was a wreck. Looked like water damage and it was a miracle everything was even still inside it. But the papers were damaged and one of the elements (wood veneer) was broken. They are sending me out a whole new replacement kit, even though I told them multiple times it was just the veneer and papers.
 
Wow, Christa, (@cfile ) that is an awesome act of customer service.

I am so boring, seldom complain about stuff or order much online. On the plus side I have no horror stories either. All's good this side.
 
jenn mccabe said:
I recently left a big package of TP on the bottom of my shopping cart. Didn't realize it did not make it into my car until I came home. I called the store (Shop Rite) to see if anyone had turned it in. CS said no but to come in anyway and they would give me a new package. It was totally my fault for forgetting it under the cart but they apologized to me!

I recently received an order of scrapbooking supplies that I ordered online ... the box was a wreck. Looked like water damage and it was a miracle everything was even still inside it. But the papers were damaged and one of the elements (wood veneer) was broken. They are sending me out a whole new replacement kit, even though I told them multiple times it was just the veneer and papers.
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that is awesome in both cases Jenn!! Shop Rite.. now that is a blast from the past!! DO they still have the can can sales? I can still remember the commercials from when I lived in NY!! :)

Glad the Scrapbook Suppply place is hooking you up!
 
cfile said:
that is awesome in both cases Jenn!! Shop Rite.. now that is a blast from the past!! DO they still have the can can sales? I can still remember the commercials from when I lived in NY!! :)

Glad the Scrapbook Suppply place is hooking you up!
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Yes, they do still have the can can sales. That is definitely a commercial forever cemented into my memory as well. LOL.
 
cfile said:
One elderly man had been dropped from Medicaid in error and he was not going to the dr as he could not afford to go. He had just gotten out of the hospital the month prior with a head injury and needed his meds, but also was having stomach issues... I called with him to the Dept. Of Social Services (DSS) and got him his Regular Medicaid reinstated immediately, called the pharm and got his meds taken care of and then called with him to his doctor to get him in right away. {I did all this for him and he was not insured with us anymore as Medicaid had dropped in error} - After being on regular Medicaid for 30-60 days they (DSS) will automatically switch people to a Medicaid HMO. When his coverage was back with us, 30 days later, he called and with tears in his voice.. He told me I was his ANGEL, that I saved his life... He had an intestinal blockage and had he not gone to the doctor when he did, he would have died. .. I had goosebumps and was thrilled that just doing a little bit of calls I was able to get him his medical coverage reinstated, and his health back on track.
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This . is . awesome!!!! :beat
 
I've noticed a burgeoning turn toward better customer service lately. I think the retailers are finally getting it. Except Walmart! I could write a book. Last thing that has happened to me is that I've been there a couple of times in recent weeks doing our grocery shopping, when they had no registers open (only self scan). The tiny area you have to work with at self scan is just not conducive to groceries. It might be OK for a couple of items, but when I'm buying a cart full, it's no fun at all. Last time it happened, I pulled a supervisor aside and asked her if they were trying to force people to use self check. She said, no of course not, we're just short handed. Another time, I bought an item that had been recalled, which locks up the register and only a manager can unlock it. The cashier, customer service and a supervisor called for 30 minutes and no one ever responded. I guess when you're as big as Walmart, your don't have to worry about service. Customers will keep coming regardless, for the low prices.
 
I have had great experiences with SmugMug, and Shutterfly.

I made the error of deleting a whole years of photos, even after it asked are you sure! I emailed them and within 24 hours they were able to restore my whole folder and replaced them in my account. I was lucky, and they were so nice about my stupidity!

Shutterfly, my first ordered 12 x 12 digital scrap album... After a year, some of the pages were coming out of the inner tube where they are glued. I emailed, and they sent another album to me, no charge and two day shipping.
 
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