Customer Loyalty Newsletter - Feb 2019



Customer Service That Will Put a Smile on Your Face The aloha bear It’s always nice to see outstanding service recognized by a happy customer. In a heartwarming story shared on Reddit, a service rep tells the tale of an older customer who called in because her netbook wasn’t working. Having recently suffered two strokes, she explained that she was struggling with writing, and she was forced to call in due to her malfunctioning netbook. The service rep initially explained that the traditional thing to do was to mail it in for repairs. The women grew teary over the news, explaining that this was fine, but that she was dependent on the netbook to communicate with her daughter stationed in Hawaii and her deployed son-in-law. Knowing that red tape shoul n’t stop her from taking car of a customer in need, the support rep quickly exchanged the netbook for her (sending her a new one), and even spent the extra time helping her set up the old passwords and account names, in addition to re-downloading Skype so she could talk with her family. What really makes this a great story, however, is the follow-up. Out of the blue a few months later, our heroic service rep gets called down to the office. To her surprise, waiting there was the woman on the phone, holding a card and a teddy bear with a hula skirt: “She says that what I did meant so much to her and her family that she called our corporate office and told them what I did, and that her daughter sent up the card and bear as a thank you.” - An Article by GREGORY CIOTTI

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