Customer Service As a Family Value, Part Deux

by Lian on April 1, 2010

Last weekend, I had the opportunity to activate my parenting! That’s right, people. I had a situation at home and I  saw the opportunity to teach my son about one of my closely held values: Customer service is a right, not a privilege.

To get background  details  and read the whole story, go to Customer Service is a Family Value at oprah.com

Allen conferring with his boss about how to handle the situation.

Allen conferring with his boss about how to handle the situation.

But I did want to take the opportunity on my blog to hand out Chaos Chronicles Certificate of Appreciation to Allen at the Lego Store in Glendale. In a world where most retail outlets have failed to empower their employees to actually make things right when things go wrong, Allen stepped up. He did not recite corporate policy or try to blame the customer. He offered us a gift certificate to sooth our ruffled feathers and reward very loyal, very good customers who had been trapped in Back Order Purgatory for months and months.  And,  he made one 12 year- old boy feel great. Allen, well done.  I hope your company tells you that occasionally, too, Allen. You deserve a raise and a promotion.

Back to the rewriting. No podcast today, but I’ll be back in two weeks with a new show.

Embracing my Chaos, Lian

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{ 2 comments }

Paula April 10, 2010 at 1:33 PM

I just had an experience in customer service yesterday. I ordered some skin care items online from Macy’s because I didn’t have time to get to the mall and I wanted to make sure I got my “free gift with purchase”. Well, my order came in with no “free gift”. When I e-mailed Macy’s customer service, they did apologize and told me they didn’t have any left to send, but if I brought my receipt to a local Macy’s, I should be able to get the gift from them. Not wanting to drive out in the rain for nothing, I called one Macy’s and explained the situation to them. Her answer “well, they’re online and we’re not, and that’s different, so I don’t think we can help you out.” I called another Macy’s and they said “come on in!” The second Macy’s is only 10 minutes further than the first one that I usually go to. Guess where I’m going to be doing my shopping from now on.

chpdlivr April 2, 2010 at 5:15 AM

Lian…..I totally agree about companies empowering employees…..we stayed at a hotel in a filthy room…when we complained to the front desk, we were directed to the manager, who of course was “off that day”.
arghhhhhhh

Way to go, Allen!!

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