What do customer service heroes look like? Do they even exist?
Think about the last time customer service made you smile.
- You hear plenty of horror stories.
- I’ll bet you have more than a few of your own.
- That’s why we applaud so loudly when we discover good customer service.
Good customer service is like finally winning a game after so many misses.
I shared a few lousy customer service experiences. So, I wanted to prove not all service is bad.
Customer service heroes really do exist.
Customer Service Heroes
For this post, I asked a couple of my writer buddies for their examples of good customer service. They were happy to share their stories. Thanks to Devon Ellington and Lori Widmer for their help.
No Need to Patch This Service
Who doesn’t love a great pair of jeans? Finding the perfect pair is no easy task. So, tripping on an uneven sidewalk and ripping a hole in new jeans was heartbreaking. Even worse – it was the first day Devon wore them.
But L.L. Bean patched things right up.
Devon contacted the company to ask for a piece of fabric so she could patch the jeans she loved. Imagine her pleasant surprise when the company sent her a new pair of jeans.
Even when Devon said it was her fault, the representative responded, “You deserve a pair of jeans that don’t rip the first time you wear them.”
Customer Service Takeaway
Many companies claim they offer 100% satisfaction but fail to act on it. Sure, L.L. Bean could have given the customer service shrug, signifying there was nothing they could do. But instead, they did the unexpected.
Great customer service does the unexpected.
Contracting Communication
If there were no bad contractors, HGTV would not need their stars to come in and rescue homeowners. Bad service makes renovation a dreaded prospect.
So, Lori was thrilled to find “no ordinary contractor.” Hired to install new windows, their contractor showed up every day, on time, and provided daily updates on his progress.
When one window arrived with a cracked windowsill, he advised he had already contacted the company and the replacement was on its way.
A contractor who communicates. Who knew?
Customer Service Takeaway
Successful communication is the electrical outlet to plugging in to customers. Sadly, we humans tend to be dreadful at communicating, resulting in customers pulling the plug. Or not even connecting.
This contractor built trust through his actions and his communication skills. He was as good as his word and his word was pretty darn good.
Great customer service is a combination of your actions and your words. Make both count.
My Own Customer Service Hero
My customer service hero had a bad case of Kryptonite exposure. What could go wrong, did go wrong. But it’s how they handled all the missteps that won me over.
Misstep #1
Many of you know I participate every year in the 3-Day, 60-Mile Walk for the Cure. I have customized team t-shirts with various vendors. This year I tried Custom Ink.
- I ordered a combination of medium (M) and small (S) t-shirts.
- When received, I was thrilled with the quality of the print and the shirt material.
- One problem. They sent extra-small (XS) instead of small (S).
So, I contacted customer service via their online chat. They required I upload a photo of the XS label. I admit, the request perturbed me a bit. But I sent the photo. But it made me wonder what they would do if I did not have a smartphone. Believe it or not, some people don’t.
Misstep #2
The replacements arrived under 10 days; however, on one of the shirts, they left off the customized image on the back of the shirt. Custom Ink delivered the single shirt replacement within five days and it was perfect.
Quality Counts
Some of you may think I was nuts to put up with so many mistakes. But the difference for me was the high quality of the product.
So many of the shirts I’ve ordered in the past are not great (even when ordering their “premium” shirt). Additionally, the printed graphic never came out as crisp as the image I uploaded.
Custom Ink handled the replacements with little hassle (although I’d change that requirement to upload “proof” of their error). So, I was willing to let the missteps slide. For now. I’m sure if it turns out to be a consistent problem, I’ll change my mind.
Customer Service Takeaway
Stuff happens. It’s how you respond that elevates your business to customer service hero. Customers are willing to let missteps slide provided you fix the problem and don’t make a habit out of it.
My customer service hero example hasn’t reached superhero status yet. But I’m willing to give them the chance.
Traits of Customer Service Heroes
Customer service is not rocket science. Yet so many companies complicate the service.
The above examples illustrate simple traits that lead to better customer service.
- Delighting customers with positive outcomes
- Honoring commitment both in words and action
- Making it right when stuff happens
Become customer-obsessed and it’s quite simple to climb to hero status.
Bonus Story
Thanks to Marcie Hill for sending this fabulous customer service hero story. It shares an important element of customer service that is often missing – caring.
Government workers are often viewed as lacking in customer service skills. Marcie shares a story of a coworker who should be recognized as the best customer service has to offer.
Returning from a 15-minute break, Marcie observed her coworker, Kim, was still working with a gentleman. Kim was communicating with him through written conversation as he was deaf.
After an extended time, the gentleman thanked Kim and went on his way. Kim told Marcie,
“He wasn’t supposed to be here but I know he wouldn’t have gotten the service he needed at the other place.”
Customer Service Takeaway
Day-to-day stress often creates an uncomfortable work environment. That manifests into an unwelcoming and uncaring approach to the individual we are there to serve.
An obsession with taking care of the customer sees the individual. Instead of dismissing the gentleman, Kim simply helped him with his issue. That’s true customer service.
Another takeaway? Don’t be so quick to slap labels on a class of people (like government workers).
Who are you customer service heroes? Share your stories in Comments.
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Note: This post originally published on March 6, 2017. This October 11, 2022 version updates it. In this version, I updated the examples. So the references in the Comments to other businesses (like Amazon and Ting) were based on the original examples provided in 2017.
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I agree that we all want- and deserve- good customer service. My experience at Amazon is slightly different- but that’s probably because Amazon sells stuff that OTHER vendors (Underwater Audio, in this case) provide. And, right now, I am typing away with a dead “waterproof” MP3 player. It’s the third one. Each time, I have to pay to return it- and include insurance (or they won’t replace it). So, my device – that still does not accompany me as I swim lap after lap- has costs me twice as much as budgeted, and is simply a brick.
I had a feeling someone would share a bad customer service experience with Amazon. The odds were against it all being good. 🙂 Sorry it was you with the less than stellar performance, Roy.
Good customer service starts with a company dedicated to good customer service. But it’s more than that: they have to train their employees to actually deliver.
You are so right, John. And that’s where I see most companies fall down. Not only a lack of training but a lack of empowerment (pardon the cliché) to take the action they need to resolve the issue.
After I wrote about Ting, I found another company that does a stellar job with CS – Chewy.com. They sell pet food. Recently one of my cats developed a urinary blockage and once healed up he needs special food. Chewy has been so great helping me get the prescription to them, and making sure Toulouse and I have what he needs. Then they went above and beyond.
In addition to food I ordered treats for the cats that meet Toulouse’s dietary needs. Only apparently I ticked the box for dogs, not cats! I called to see how to handle that. They said it was probably their fault – I’m pretty sure it wasn’t – and that I should keep the dog treats and donate them and they shipped the cat treats right away.
I love that company too!
And you know what, Cathy, you’re absolutely right. This level of service is not rocket science. You simply empower your people to make decisions, train them to make the right decisions and you’re on your way. Can’t imagine why more companies don’t do this!
Costco and Trader Joe’s are also examples of good to great customer service.
Thanks for so many great stories, Anne. Don’t know how I forgot about Trader Joe’s – except I wish you could order some of their items online for shipping. 🙂
Wouldn’t you know it, Cathy — I used both of the “Did you Google it?” and “Have you checked Amazon?” responses yesterday when a friend asked price of 18″ pillow forms. (She knew I bought a bunch last year.)
I have an update on my cable situation. When my next bill arrived another discount had expired. I Direct Tweeted the company and within minutes they were able to give me a promotional rate only about $6 more than I’d been paying before. I will have to enroll in automatic payments (which I hate) to get the full discount…and to save the extra $5/month I’ll find a way to make it work.
Anne, I LOVE Chewy.com, too! A friend of mine decided to give them a try recently, and told me she’ll be sticking with them, too. (Probably the first time that particular friend didn’t dismiss my recommendation the minute I made in.)
I am glad to see your Cable company is finally rewarding your loyalty, Paula. And thanks for the update.
Don’t get me wrong, they’re still way too expensive considering they removed some channels before raising the rates, but I always tell them if they can keep my cable bill under $100/mos without any further reduction of services, I won’t cut the cord. If/when that’s no longer the case…buh-bye.
And surprisingly (or not), there are plenty of companies with customer service that would allow that to happen.
So inspiring to hear stories of good service, Cathy. 🙂
I agree, Sharon. Maybe we should make it a regular feature as we often forget to publicly acknowledge the good ones (we don’t seem to have that problem with the bad). 😉
I really like this idea. When I get good cs, I ask the rep if they want me to tell their supervisor they’ve done a good job… I love their reaction and I also complement the supervisor for the job they’re doing. It’s my theory that if I want more of good cs, complements are one easy way to get it.
In December I wrote an actual letter to the big boss at my phone company to follow up on a series of technical issues that took 8-months to resolve. (The only reason they ever got solved is because after I’d exhausted every official channel and gotten no response from their customer service team I escalated matters directly to their bosses’ bosses’ boss.) Once someone from the executive offices was assigned to my case, it still took months to get everything working properly, but they did it.
My follow up letter had to purposes: First, to acknowledge and thank by name the people who’s gone above and beyond to help me—and suggesting they all get hefty year-end bonuses for retaining a long-time customer like me. And second, to point out the many glaring errors and roadblocks I discovered within their customer service protocols, and I offered suggestions on ways they could improve things. That exec never responded, but a week or so later my main contact called to say the exec had received my letter. She asked what she could help with now, but seemed stunned when I said it wasn’t a complaint letter, and that I’d suggested she and her colleagues get a bonus for assisting me.