I recently heard a story about an individual who had an extremely positive experience with the customer service department of an online retail store. I thought that it was THE shining example of how ALL customer service departments should treat their customers. After having a particularly bad experience at a venue I attended today, I thought this story should be shared to inspire you to make your customers loyal to you.
The individual I am talking about today, whom we will refer to as Daisy, ordered a few items from this online retail store. After receiving these items, Daisy tried them on and discovered that they did not fit the way she would have liked. At the time, the store had a 30 day return policy. Daisy didn’t return the shoes right away. After about 32 days, Daisy called the customer service line and explained to the representative:“Listen, it’s been over 30 days since I received these items, but they don’t fit and I’m not going to be able to wear them. My mother has been sick and I forgot to return them right away. Could I still return them for a full refund?”
Let’s pause right here so I can ask you a question:
What is your customer service representative trained to do in this situation?
The customer service department of this company simply told Daisy that this would NOT be a problem. But this isn’t the end of the story.
This company arranged for a UPS truck to arrive at her house and pick up the items for her the very next day so that she wouldn’t need to make another trip.
But that STILL isn’t the end of the story.
Daisy received a flower delivery shortly thereafter from the company’s customer service department with a card wishing that her mother would get well soon.
How many people do you think Daisy told about her experience with this company? You can bet that Daisy will be shopping at this store again.