10 Legendary Buyer Service Examples to Encourage You

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An inspiring listing of fantastic customer support examples.

Right here’s the issue: it appears we solely ever hear the adverse tales about customer support.

In case you work in customer support, you realize that for each customer support nightmare you see within the information, there are lots of (perhaps 1000’s?) of constructive customer support tales.

They simply don’t get as a lot press.

For that cause, we’ve collected 10 of probably the most inspiring customer support examples we might discover.

Hopefully, that is an article you may share along with your group to encourage them—particularly in the event that they’ve had a tough day or have been working lengthy hours currently.

Truthful warning. A number of of those made our eyes a little bit misty.

You may want a field of tissues for this one.

Story #1. Chewy makes a mistake, then completely redeems itself

Jenny Dempsey is aware of wonderful customer support when she sees it.

Even when it begins with a mistake.

Jenny is a speaker, blogger, customer support supervisor, and authorized well being coach, specializing in self-care for busy customer support brokers and leaders.

She’s additionally an animal lover—one who made a mistake many people can empathize with:

She was occurring trip.

And he or she forgot to vary her cat meals auto-ship from Chewy.com.

“The preliminary factor was my mistake,” Jenny informed us after we talked to her lately. “I went to their web site to vary the date, however I wasn’t throughout the vary of time the place they may really change the delivery.”

Jenny reached out to help and exchanged messages with an agent who promised they may cease the cargo.

However… that was a mistake.

A day later, Jenny obtained an automatic e-mail that supply was on its manner. By then, she was already touring.

That is a kind of moments—the sort that generally trigger prospects to lose religion in an organization and take their enterprise elsewhere. (In line with one Oracle survey, 89% of shoppers will start doing enterprise with a competitor following a poor buyer expertise.)

That’s when a second agent stepped in and saved the day.

“I reached out to them once more and talked to a second agent,” Jenny stated. “He appeared on the drawback and was sincere about what he might do.”

He didn’t know why the primary agent had promised to cancel the order.

“However right here’s what I can do,” he informed her. “I’ll credit score you again the price of the order so you may hold the supply without spending a dime.”

Drawback solved.

Buyer saved.

“I assumed that was superior,” Jenny stated. “Regardless that they tousled once I first reached out to them, it was my fault that I didn’t change the order sooner than I did. However they did the very best they may for me in that state of affairs.”

Takeaway: Even after a mistake, most buyer points can nonetheless be resolved via immediate, skilled customer support.

Story #2. Traveler shocked by steak supply on the airport

This story is eight years previous now, but it surely’s nonetheless among the best tales on the market about customer support.

Like Jenny’s story above, it’s about touring.

Peter Shankman is an creator, entrepreneur, and company keynote speaker. As you may think with a job description like that, he travels a lot.

Right here’s the story he informed on his weblog retelling the occasion:

“I used to be catching a 7 a.m. flight out of Newark to Tampa, Florida, for a lunch assembly in Clearwater, then heading again to Newark on a 5pm flight, getting me in round eight:10pm, and with a bit of luck, to my condo by 9 or so. All of us have days like that, they occur occasionally.”

His conferences went properly, and he was again to Tampa by four p.m. for his flight residence. “Once I bought on the airplane, my abdomen was rumbling a bit, and I had visions of a steak in my head,” he wrote.

As Peter was boarding the airplane in Tampa, he “jokingly” tweeted at Morton’s Steakhouse:

“Let’s perceive: I used to be joking,” Peter wrote. “I had completely no expectations of something from that Tweet. It’s like how we Tweet ‘Expensive Winter, please cease, love Peter,’ or one thing related.”

Two and a half hours later at Newark Airport, this occurred:

That’s a person in a tuxedo holding a bag of meals from Morton’s Steakhouse.

“Alex from Morton’s Hackensack walks as much as me, introduces himself, and fingers me a bag. He proceeds to inform me that he’d heard I used to be hungry, and inside is a 24 oz. Porterhouse steak, an order of Colossal Shrimp, a facet of potatoes, certainly one of Morton’s well-known spherical issues of bread, two napkins, and silverware.”

Twitter, in fact, went loopy:

And right here we’re, over eight years later, nonetheless speaking concerning the story.

Takeaway: Customer support groups can create magical moments for patrons—experiences probably value way more to your corporation than any promoting marketing campaign.

Story #three: Lego wows 7-year previous who misplaced his figurine on a procuring journey

Right here’s one other story that can nonetheless restore your religion in humanity.

In 2013, 7-year previous Luka Apps of Highworth, Wiltshire, misplaced a brand new Lego figurine when it fell out of his coat pocket.

He was so upset about it, he wrote a letter to Lego explaining his state of affairs.

And…

A hero named Richard from Lego Shopper Companies wrote him again.

Phew!

Excuse me a second whereas I wipe my eyes after that one.

Inside every week, the enveloped arrived.

If that doesn’t restore your religion in humanity, I don’t know what’s going to.

Takeaway: The very best brokers reply with compassion for the feelings a buyer is feeling, not simply the main points of their state of affairs.

Story #four: United Airways helps a passenger ship his final goodbye

You realize what class of companies don’t often make it on lists like these?

Airways.

Particularly the airways we generally name “legacy” airways. And but…

Right here’s a narrative from United Airways that warmed our hearts and exhibits (once more) the impression compassion can have in your prospects.

On the morning of January 24, 2013, Kerry Drake realized that his mom was dying after years of sickness.

Kerry—who lived in San Francisco—hurried to guide flights to Lubbock, Texas, to be along with his mom one final time.

His itinerary was tight, with solely a 40-minute layover in Houston earlier than his connecting flight to Lubbock.

When his first flight was delayed, he assumed he would miss his connecting flight to Lubbock, which was the final one of many day.

He broke down in tears in his seat on the airplane, clearly distraught.

Flight attendants did what they may for him and stated they’d let the pilot know was occurring.

From there, dozens of individuals pulled collectively to assist.

The pilot radioed forward to Houston, letting them know of Kerry’s state of affairs.

Phrase made it to the crew of the Houston to Lubbock flight, who determined collectively to delay their flight till Kerry made it onboard.

Even the bottom crew was alerted, they usually made positive Kerry’s baggage made it to the second flight as properly.

As Kerry ran via the terminal to catch his connecting flight, he heard his title over the PA system.

“Mr. Drake, we’ve been anticipating you.”

Kerry made it to Lubbock and spent the night time along with his mom, who died the subsequent morning.

“Had I missed my United Airways flight to Lubbock, I’d not have been in a position to inform my mother goodbye,” Drake stated. “When she died, I noticed I used to be wiping away my tears with the additional United Airways napkins that Sofia (his flight attendant) had given me the day earlier than.”

Good job United.

Takeaway: If you wish to be a very customer-centric firm, there will likely be occasions once you’ll must sacrifice metrics (ex: on-time departure) to do what’s finest for the client.

Story #5: A customized Spotify playlist exhibits the facility of a easy gesture

How a lot effort does it take to transform a buyer into “raving fan for all times.”

In Spotify’s case, the reply is: One customized playlist.

This story began with a easy Twitter query from Sophia Skinbjerg, a paying consumer of Spotify.

Spotify responded rapidly with a follow-up query. A short while later, it responded once more with a notice that the issue had been resolved after they made “a couple of tweaks backstage.”

Finish of story, proper?

Fallacious.

Sophia appeared impressed by Spotify’s follow-up and communication and expressed her appreciation.

To which Spotify responded once more with this:

Which led to a customized playlist they’d created only for her. In case you learn the music titles so as, you get:

Hey Sophia. You’re the smartest thing. We love you extra. Have a pleasant day with fantastic issues, buddies, smiles, and laughter strains.

To which Sophia responded:

Properly performed Spotify. 🙂

Takeaway: Generally a easy help request can create a possibility to wow a buyer, changing them from a buyer right into a raving fan and model advocate on your firm.

Story #6: Dealer Joe’s delivers groceries in a snowstorm—properly earlier than supply was a factor

Lengthy earlier than grocery supply was a factor, a Dealer Joe’s in Wayne, Pennsylvania, got here to the rescue to assist an 89-year previous man caught in his condo throughout a snowstorm.

The group at Dealer Joe’s, which didn’t have a supply service 9 years in the past when this story occurred, jumped into motion.

The person’s granddaughter informed the story in a publish that went viral on Reddit:

Takeaway: Each firm will get help requests for points properly outdoors their regular product choices. Generally, there’s nothing you are able to do. Different occasions, it’s a possibility for a artistic resolution to unravel a buyer’s drawback.

Story #7: Ritz-Carlton hosts Thomas the Tank Engine for an additional day

Right here’s one other one which pulled at my heartstrings.

In 2015, a pair with a two-year son previous spent a weekend at a Ritz-Carlton resort close to Tucson, Arizona.

As they have been packing for the airport, they realized that they had misplaced the boy’s favourite Thomas the Tank Engine toy.

The mother discovered two Ritz-Carlton workers to elucidate the state of affairs.

The workers did their finest to assist discover the misplaced toy, but it surely was nowhere to be discovered.

So, after the visitors left for the airport, the 2 workers drove to an area toy retailer and bought one other Thomas the Tank Engine toy, “a lifeless ringer of the unique practice.”

They then composed a letter within the voice of Thomas the Tank Engine about his prolonged trip after being unintentionally left behind.

They took photos of Thomas across the resort to incorporate as properly, then packaged up the toy, the letter, and the photographs and shipped them off to the household.

4 days later, Thomas arrived to the delight of the household and the boy.

“The Ritz has earned our enterprise for years to come back!” the household wrote on Fb when sharing the story.

Takeaway: Ritz-Carlton famously empowers workers to spend as much as $2,000 per visitor to unravel buyer points. However it hardly ever takes a $2k funding to please a buyer. On this case, it took lower than $50 (delivery included) and a visit to the toy retailer.

Story #eight: Prepare passenger leaves glasses behind; Warby Parker govt responds

Generally, senior executives spend a whole lot of time speaking about customer support, however not very a lot time really delivering it.

No so on this story.

On the practice from New York Metropolis to Boston, Michael John Mathis unintentionally left behind his Warby Parker glasses.

Irritated, he ordered an an identical pair the subsequent day, which set in movement the occasions that occurred subsequent.

He didn’t comprehend it, however he had been sitting throughout from Anjali Kumar, common counsel and head of social innovation at Warby Parker, throughout his commerce trip the day gone by.

Anjali discovered Michael’s an identical glasses order in Warber Parker’s database and put two and two collectively.

The story went viral, together with a writeup in Forbes.

Discover once more the response of the client:

“I’m so impressed! What a outstanding particular person and firm. They’ve a buyer for all times!”

Its phrase that’s been talked about a number of occasions on this article. 🙂

Takeaway: Customer support isn’t only a operate of the formal customer support group. Everybody your organization needs to be centered on delighting prospects.

Story #9: Amazon and the stolen PlayStation

“Porch pirates” is a time period we’ve all turn out to be acquainted with now that we’re absolutely within the age of Amazon.

Joe Nocera is a former workers and op-ed author at The New York Occasions. He’s additionally a father, and some years in the past he ordered a model new PlayStation from Amazon for certainly one of his sons.

It was meant to be a Christmas current.

“It wasn’t simply any current both,” Joe wrote in an article within the Occasions telling the story. “It was a PlayStation three, a $500 merchandise, and a present, I occurred to know from my sources, that he hoped for.”

On Friday, December 21, Joe woke with the belief that the PlayStation hadn’t been delivered but.

He checked Amazon to trace the delivery and noticed that the PlayStation had been delivered. It had been signed for a neighbor in his condo constructing.

He knocked on his neighbor’s door and requested if she had the package deal, however she stated she’d left it within the corridor.

“Now I used to be practically distraught,” Joe wrote. “In all chance, the explanation I hadn’t seen the package deal earlier within the week is as a result of it had been stolen, in all probability by somebody delivering one thing else to the constructing. Even when that wasn’t the case, the one factor I knew for positive was that it was gone—for which I might hardly blame Amazon.”

He referred to as Amazon anyway to see what they is perhaps keen to do.

And was shocked when the Amazon rep despatched out a substitute nearly instantly.

“The Amazon man didn’t blink,” Joe wrote. “After assuring himself that I had by no means really touched or seen the PlayStation, he had a substitute on the way in which earlier than the day was out. It arrived on Christmas Eve. Amazon didn’t even cost me for the delivery. My son was very blissful. So, in fact, was I.”

Takeaway: It’s true that unhealthy customer support tales usually tend to be shared by prospects than good ones. However nice customer support tales make the rounds too. This one earned Amazon a free, devoted story in The New York Occasions.

Story #10: Our very personal Dustin goes viral in our Slack channel

This man with the canine is Dustin Jensen. He’s one is certainly one of our buyer help reps right here at Groove.

He has no concept I’m writing about him on this weblog. He’s going to be embarrassed when he sees it. And I’m not sorry in any respect.

Dustin is certainly one of our newer hires, however you wouldn’t comprehend it from watching him work together with prospects.

He persistently resolves buyer points with grace, professionalism, and even humor.

Simply have a look at his response from a latest buyer query, which Alex (our founder and CEO) noticed after which posted to our #superior channel in Slack:

Now…

Is that this going to hit the entrance web page of Reddit or go viral on Twitter?

No.

However that is the type of response that turns on a regular basis prospects into advocates and followers of your model.

It’s the bread and butter of customer support (if you’ll forgive the cliche). In it, Dustin:

  1. Takes accountability
  2. Apologizes
  3. Is sincere about what Groove can (and might’t) do
  4. Provides a transparent, detailed response
  5. Makes use of visuals to information the client
  6. Features a customized video illustrating the steps of the answer

This sort of response, executed dozens of occasions a day, is what makes wonderful customer support reps, properly… wonderful.

Right here’s what the client needed to say:

Sorry for embarrassing you Dustin.

However not that sorry. 🙂

Takeaway: Generally prospects will ask for issues your product isn’t actually designed to do. Even then, it’s attainable to reply in a manner that demonstrates your dedication to the client.

What to do after studying examples of fine customer support

Tales like those on this article discover their manner into the information occasionally. They find yourself on Ellen or The At this time Present or the native information.

If you see a narrative that evokes you, share it! Ship it alongside to teammates, your boss, or your CEO.

Remind them that the majority customer support reps are quiet heroes — individuals who dedicate their careers to serving to prospects succeed.

Even when they don’t typically find yourself within the information. 🙂

Nathan Collier

Nathan Collier
Nathan is a content material marketer at Groove. He’s a former journalist who’s one half storyteller and one half information geek. His skills embody writing, information evaluation, automation, and the telling of actually terrible dad jokes.

Nathan Collier

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