card classic compact. Customer service, learnings, and product updates, Customer service insights, organized by theme, Deep dives spanning the customer lifecycle, Live and recorded sessions with industry experts. “He proceeds to tell me that he’d heard I was hungry, and inside is a 24 oz. The story was posted on Reddit under the appropriately titled topic of “I have never in my life seen this level of customer service” and included this genuine, thoughtful thank-you note. I promise I won’t take him to the shop again if you can. Peter Shankman knows a thing or two about customer service. “He was absolutely shocked when he saw the custom helmet from Halo Reach! Joshie then decided to melt away some stress with a spa day. In March 2019, the airline went belly up after struggling financially for several months. My family can’t thank you enough!”. http://t.co/bD8k4r0 # OMFG! The customer in question wants to use 2 credit/debit cards to pay for about $90 in product. This story certainly fits the bill, and it is bound to inspire you to take some extra time to surprise a valued customer every once in a while. To avoid the dreaded ‘viral’ nightmare customer service story (and to avoid appearing in blog posts like this one), your team must handle each and every request clearly, quickly, and politely. As part of a research project into customer service levels in the UK and the public’s perception of customer complaints management, over 200 customer service professionals were asked to detail the funniest, most unusual, or seemingly outrageous customer complaints they have received in recent years. You must always protect your Ninjago minifigures like the dragons protect the Weapons of Spinjitzu!”. The 89-year-old Arby’s employee draws fans from all around, the local press even giving some well-deserved attention to a woman who was truly passionate about making people’s day: “Whenever anyone—young and old alike—steps up to the counter, Weaver waves a blue-and-white pompom and chirps “Hi everybody, welcome to Arby’s!” writes Lara Brenckle. Get me that price or I’ll kill you!” Get me that price or I’ll kill you!” I hung up and called the police, supplying them with all of the personal information that the genius had conveniently provided to make the reservation. You’re witnessing someone going out of their way to make a customer’s day, week, or month, and that’s an important part of customer service that shouldn’t be forgotten. Connect with him on Twitter and LinkedIn. And then, invited my kid to dance along. In the end, the family left Bob a $20 tip—or 200,000% of .01. An elderly man, 89 years of age, was snowed in at his Pennsylvanian home around the holidays, and his daughter was worried that he wasn’t going to have access to enough food due to the impending storm and bad weather in the area. He contacted his mother-in-law, and asked that she buy the products and fly to Bali to deliver them, which she agreed to do. A rigid attitude might just be the antithesis of great customer service. I was so damn excited. Junior Staff Writer, Australia. It’s best told from the mother’s perspective, which I’m happy to share with you below: ‘That guy’ told me not to worry about it: ‘It’s part of the job. And that’s precisely why the discount is so powerful. The response he received from the company went far beyond what anyone expected! When the crew on this flight heard about this distraught passenger trying to make his connection, they must have said, ‘To hell with it’ … and they made the right call.”. It took me a minute poking at the touch screen to determine that it was impossible and, while I looked, I apologized to the customer for the wait. … The flight’s crew responded by delaying the flight’s departure to make sure he got on board. Longtime Lego fan Luka Apps spent all of his Christmas money on a Ninjago (Lego ninja) named Jay XZ. “She gave me the contact name at Borders and told me to just go up to the counter and my book would be waiting.”–Reader DD Moffitt. One of my favorites actually comes from a larger company, J. Knowing the customer was certainly right in this instance — and spotting an unusual opportunity to do something fun — Sainsbury’s changed the name of the bread and put signs around their stores that give a humorous nod to Lily’s original idea. 13 retail workers share horror stories that prove the customer isn't always right. While this is a well-intentioned piece of advice for good customer service, it doesn’t mean it’s true! Everyone might not agree with Harry Gordon Selfridge’s oft quoted “The customer is always right, ” but it is certainly never a good practice to simply assume that a customer is wrong. So she asked a fellow employee to take her position behind the customer service counter, and she spent two hours guiding the customer (lovingly nicknamed “Mr. Over 30,000 TD Bank customers received recognition from TD on #TDThanksYou day. J. 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. Hot New Top. Maybe they were a bit silly.”. The story of Joshie the giraffe certainly presents a compelling case for “yes!” In case you’ve never come across this fantastic tale, the story begins when customer Chris Hurn’s son left his favorite stuffed giraffe, “Joshie,” in their hotel room after a recent stay. Despite my fondness for the occasional debonair pink tie, my closet is pretty standard. “At one point she opened her eyes, and I think she recognized me,” said Drake, who spent the night at the hospital. After an unusual wait, the husband and wife were finally seated next to a noisy blender at the end of the bar. @GaylordOpryland Yeah, that one doesn't have the spa sound. K, thanks. Why are we as consumers so captivated by stories of great customer service? Amazon's good customer service gets an upvote on Reddit. Truly a sweet story, and all thanks to Zappos’ willingness to trust the people they hire. Walmart Customer Gets Kind Help From a Personal Shopper. A customer service rep named Jill—fitting since she worked at JackThreads—has managed to win me over despite the fact that I’ve only ever seen her words on a screen. 5 Bad Customer Service Examples You Can Learn From . In refusing to let red tape get in the way of a customer in need, Trader Joe’s shows that customer service doesn’t need to be about the fanfare; it can simply be about doing the right thing. Before long, this cute correspondence was a viral hit, and the pressure was on for Sainsbury’s to change the name of the product to the much more appropriate giraffe bread. Now that’s the definition of memorable service! “You reaffirmed that there are still companies out there focused on great service, and you’ve made a lifelong fan out of me.”–Christina McMenemy. You may get everything you wanted precisely the way you ordered it. God. We’re always dodging around customers.’. Their waiter—“Bob”—hurriedly took their drink orders. Problems with the dinner service cropped up almost immediately. We had one woman call to reserve and hold a ticket. Cashiers Share Crazy Retail Customer Moments (r/AskReddit Top Posts | Reddit Stories) Has anything insane happened to you? Hot New Top Rising. Every customer in a branch at 2 p.m. received a $20 bill. Every company says their customers are their #1 priority, but stories show us that many businesses are ready, willing, and able to go the extra mile for each and every one of their customers. These bad customer service stories are newsworthy because of how relatable they are. What a great memory and great service to their customers, and all thanks to a pair of employees who know how to have a little fun. He’s a good man, stay with him!”. At the end of the flight, Garrick used the PA to tell the whole plane that his friend — Gabby — had just overcome her fear of flying, and that she deserved a round of applause from the whole plane. At first, he was too shy. When they finally did, Bob brought out one of the side dishes before the entrees themselves arrived. Is somebody cutting onions in here? When a flight attendant goes above and beyond for a frightened passenger, or a fry cook helps an elderly man to his car in a rainstorm, you’re witnessing something more than “good” customer service—the customer getting what they asked for. Here’s the entire screenshot of a Netflix customer who contacted support via their live chat. 556K views. If you’re somehow still feeling cynical, then just check out the YouTube comments on this video. Big companies probably aren’t hesitant to go above and beyond for customers if they suspect it could result in free press, especially around the holidays. This is a fun one! It doesn’t take a slew of consumer data to support the argument that your regular customers are your rock. Shutterstock 1. Roy”) through the aisles. Servers are the only ones making any money . To her surprise, waiting there was the woman on the phone, holding a card and a teddy bear with a hula skirt: Zappos customer service is the stuff of legends. We’re telling stories of companies spearheading a more thoughtful way of doing business, while showing the world you can be successful without sacrificing your values. After a few apologies and a “divine” burrito, the husband and wife were ready to pay the check and leave. To top it all off, the Ritz sent Hurn and his son a booklet filled with information about Joshie’s stay, as well as a host of pictures showing what a good time he’d had. The employee ended the conversation by saying that she would pray for the woman to feel better, but the story doesn’t end there: Two days later, my mom, sister, and I were contacted and told we are now “Zappos VIP Members,” which entitles us to free expedited shipping on all our orders. When he finally regained the ability to chew, his wife took him out. Greg is a writer, marketing strategist and alum of Help Scout. 0 comments . It’s often one extreme or the other when it comes to customer service. 20 Somethings Customer Service Food Service Horror Stories Humor Oh My God Retail Service The Internet Worker workers Writing & Expression More From Thought Catalog Chloé Longuet Wants To Dispel The Myths Surrounding HS: “The Pain Is Not In Your Head” She had never slept better than she did while using it. The service rep initially explained that the traditional thing to do was to mail it in for repairs. Many of the memorable stories that we’ve covered so far focus on a company’s stellar response to an usual situation, but what about those day-to-day service stories? Few would expect a discount in this situation. 20 Somethings AskReddit Customer Service Horror Stories Jobs Reddit Retail Industry Service Industry The Internet. “The young lady looked in the computer inventory to see if they had the requested book. He always seems to have time for his customers, no matter how big Valve gets. Needless to say, the customer was ecstatic: One of the best takeaways from the thread comes from a comment made by a former employee: “As a (former) employee they gave us a lot of leeway to keep the customer happy…”. It’s about leaving people with a positive memory of your business. The package has come in the mail. Virtually all of them thank TD Bank, express their amazement at this event, or suggest that they will or have switched to TD Bank after watching it. Join. My kid will always remember Trader Joe’s as the place he danced.”. --- LIKE AND I WILL UPLOAD MORE REDDIT STORIES! It can be incorporated into the very fabric of your business, showing up in even the most common of instances. In her eyes, the bread didn’t resemble a tiger at all, and, in fact, looked very much like a giraffe. This is a stellar example of doing exactly that, and Morton’s deserves all of the attention it received (and more) for making it happen. From customers defecating in aisles, to some threatening to gun down employees, to others just being downright physically and verbally abusive. A mother who never had the chance to take her kids to Disneyland received a family-pack of passes to finally go. Customers logging in through their online banking or over the phone were informed that they would receive a direct deposit of $20. The employee then wished her a Merry Christmas. 0 Has No Reservations About Making Death Threats. My name is Luka Apps and I am seven years old. Greg is a writer, marketing strategist and alum of Help Scout. A rigid attitude might just be the antithesis of great … The praise continued with non-customers, too, with one commenter saying, “It’s little things like this that earn business. Lucas McDaniel, 31, Bloomington, Indiana. And one lucky Blue Jays fan received an invitation to throw the first pitch at a home game. 26 Unbelievable Customer Service Stories That Sound Like Literal Nightmares. After calling multiple stores in a desperate attempt to find anyone who would deliver to her father’s home, she finally got ahold of someone at Trader Joe’s who told her that they also do not deliver … normally. The WOW Air Debacle . A B. Dalton customer (before the company was acquired by Barnes & Noble) was visiting the store to pick up a book requested by her son for Christmas. And that was it — DANCE PARTY, indeed. It was the last time.”. Customer Service - stories of good and bad service r/ CustomerService. Knowing that red tape shouldn’t stop her from taking care 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. Airlines compete with each other on who has the best on-time departure record. I was ringing a transaction for a woman in her late 30s. She had nearly given up hope when she messaged the company’s Twitter page during her most recent trip to Opryland. As Benjamin Franklin would put it: “Well done is better than well said.”. Weaver herself attributes her attitude to her upbringing. It’s also good for business. But when you hear a tale like this, you know a business is truly focused on customer happiness. My Daddy just took me to Sainsbury’s and told me to leave the people at home but I took them and I lost Jay ZX at the shop as it fell out of my coat. But it’s rare for an employee to make you feel special, like they’re on your side. That’s why Jimyz Automotive deserves an honorable mention on this list. When Garrick, a Southwest Airlines flight attendant, found himself in the position to help a passenger in need, he went above and beyond the call of duty. While the B. Dalton team may not have made the sale that day, their outstanding commitment to wowing customers won them a repeat shopper for life. While their most famous story may be Joshie the Giraffe and his extended stay, that’s not the only great report from Ritz-Carlton. Source: Reddit (Credit: LKJNAElhjberg, Original Story) 687. Current Job: IT Technician at Indiana University Worst Job Ever: Customer service representative for a large cell-phone plan provider How I got in. Luka wrote a letter to Lego explaining his loss and assuring the Lego staff that he would take extra-special care of his action figure if they sent him another one. To make up for missing out on playing Halo, the team built him a custom helmet based off of the main character and sent it — along with shirts, toys, and custom art from the game’s designers. For three years, McMenemy tried to find the exact model clock from her hotel room to no avail. :). Mr. Hurn assured his distraught son that Joshie was just staying a few extra days on vacation. Last week, we took a look at some absolutely WILD stories shared by Reddit users about the weirdest reasons a customer got mad at them on the job. If I got this card I would never use another mechanic in my life.”. Crew. “Rest assured, we will make sure that Garrick gets the recognition he deserves for his kindness.”. Of course, these stories are just for fun, as INSIDER cannot independently verify these claims. @GaylordOpryland Where can I buy this Sharper Image clock radio in my room? These stories from Reddit users prove that working in retail, the food industry or customer service is a hard job-especially when you have to deal with customers as crazy as these. r/TalesFromTheCustomer | WORST Customer Service Stories | Reddit Rather than balance checks or cash, they only spat out gifts. Criminal & Illegal, Travel Agency, USA, Wild & Unruly | Right | December 23, 2020 . Here’s what happened according to the customer: I used the tracking number he provided and found that the package weighed close to 4 pounds. While at an airport, Shankman realized that if he didn’t grab a bite to eat he’d be stuck riding the plane back on an empty stomach. He didn’t ask if they were ready to order food. Here’s an example that has some interesting lessons to teach about the dangers of red tape. Archived. @mortons showed up at EWR WITH A PORTERHOUSE! Crew has a Factory page where new arrivals are sold in very limited amounts. But the best part of this tale is that despite the fact that this image was shared on the internet, random commenters starting pointing out that they knew exactly which business this was: “I used to live in Streetsboro and I know exactly who that is. His father later posted a thank you thread and a collection of images on Christmas day, which was when Bungie visited his son in the hospital and brought the gifts. 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. Many years ago, before Internet purchases were common, we ran a travel agency. It showed there were some in stock, still packed. Lucas McDaniel, 31, Bloomington, Indiana. An incredibly illuminating reddit thread revealed just how nasty and entitled certain customers can be, and it'll trigger memories for anyone who's been a veteran of fast food service. To his surprise, the customer was contacted by a support rep, who stayed on the line with him to pick out similar items from the regular J. 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. I am also going to send you a bad guy for him to fight! Here’s a few customer service horror stories from 2018 and 2019 that will make you want to pull your hair out in frustration just reading them. First things first: They knew Joshie couldn’t just be aimlessly wandering around the Ritz without a staff card … so they made him one! We go to Kay the following day. As an author, consultant, and speaker on the topic, it’s safe to say his standards are high. It’s always nice to see outstanding service recognized by a happy customer. The best way to tackle bad customer service stories is to prevent them in the first place. But upon returning to her room she was surprised to find not one but two spa clocks and a letter with her name on it. share. May 18, 2017; Bad customer service is all the rage these days. Not one for fast food, Shankman took a shot in the dark and jokingly tweeted to one of his favorite restaurants, Morton’s, asking them if they would deliver him a steak! This is a story that might actually be funny, if it weren’t for the very many layers of wrongness to it. Garrick, a Southwest crew member, worked throughout the flight to make her more comfortable, bringing her special drinks and trying to make her laugh after he noticed her struggling during takeoff. None in stores have the "spa" sounds & I've never slept better! Their customer service statement underlines exactly what the company is about, as well as what service customers can expect: In the end, when you have a coherent customer service philosophy, you can use it to shape your actual customer support practices and deliver a … Even though he’s a longtime customer of the steakhouse, Shankman admits that he had no expectations when he sent out the tweet. During a particular sale there, a customer used a “one-time” coupon during checkout, but he accidentally canceled the order after placing it. Upon hearing a blind customer needed help navigating the store and filling his cart, Walmart employee Brittany Walton felt the need to assist. It is really good. 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