Here are three helpful customer service stories.  They may not be from your specific industry, but it’s always good to learn from others.

The Good…

Paula submitted a ticket to the I.T. vendor.  Below the signature line in the reply she received was the following:  Please share your comments or needs with us.  We are constantly improving our services by being good listeners.  You can contact Jim Smith, CEO of Acme Paper Products directly to voice the good, bad and ugly.

The Really Good…

I read this article a couple months ago:  3 Customers Showed Up at a Starbucks as It Was Closing. The Barista’s Response Was Completely Unexpected. The customer showed up 3 minutes late after closing, but the employee still took and filled the order.  At the drive-through window, after the customer apologized for ordering after hours, the employee said: “No problem. We love making your favorite drink, and we’re always happy to make it!”

The Ugly…

Robert needed to contact a DMV fraud department.  The website said they are open Wednesday/Thursday 9-10am.  He waited from Friday to Wednesday to call them.  He called Wednesday, and the phone line said they are open Monday/Tuesday/Thursday 8-10 am.  So, he waited another day and called during open hours.  The phone tree said, “We won’t respond to messages left on this line,” and then it told him to leave a message.

Look at these three stories, and find your own lessons learned for yourself or for your organization. See what good you can pull from each, and try to avoid the ugly from story #3.

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