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.
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.
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.