Speaking of Customer Service

Posted on by Carl Weber

I am always looking for new customer service stories. Good or bad, I love to hear how we are all treated by companies and organizations. These experiences help us learn to provide good customer service to our customers either internal or external.

A few years back, a family member gave me a digital thermometer. It is one of those seemingly practical gifts that turns out to be something you use everyday. It has become essential to our cooking.

But there was a problem. We melted/lost the little plastic cover to the battery compartment. For months we had a piece of tape covering the spot, and the battery would fall out of place, requiring repositioning the battery over and over again.

The other day, as I was wrestling with the device, I noticed there was an address and phone number listed on the side.

I called.

Rachel answered the phone. She was nice and listened to my tale of the missing cover.

“I can send you another one right away. Which color is it? Red? Yes we just need your address.”

I thanked her and immediately got an email confirmation that the little red cover was on its way.

Yesterday I went to the mailbox and retrieved a small brown envelope. After a quick tear of the top, the contents slid into my hand.

It was not the cover that made my day.

Customer Service

What a simple act. What an amazing way to demonstrate to a customer that the call, the part, or the issue was not a burden.

Thank you Rachel for setting a standard for all of us.

 

Published by Carl Weber

Carl Weber, is the owner and founder of Carl Weber Consulting, a consulting group that helps businesses, non-profits, and individuals understand themselves, hire and manage well, and become great leaders. Carl worked in local government for more than ten years, as the Town Administrator of a few towns in NH. Once upon a time he was a search and rescue swimmer for the US Navy. Carl holds Bachelors’ Degrees in Political Science & Community Development and a Master’s Degree in Public Policy. Carl is a Certified Professional Behavioral Analyst (CPBA) and Certified Professional Motivators Analyst (CPMA). Carl regularly teaches on human factors and the relationship of behavior and leadership styles, as well as motivation, coaching, leadership challenges, and failing as a leader. His passion is to help leaders in their lifelong journey to finish well, to combat and work with their inner voice, and to live a meaningful story worth reading. Carl lives in Southern New Hampshire with his wife Amanda and together they are raising a small tribe of four young (somewhat crazy) women with the goal of unleashing them on the world to change it for the better.

One thought on “Speaking of Customer Service”

  1. Pingback: 5 Customer Service Skills | Carl Weber Consulting

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