Tim tells us about his latest customer service triumph;

Is it really that easy for starbucks? Great example of customer service this morning from a global brand – Starbucks;

Quite simple really Kate had an undercooked muffin and took it back expecting a straight swap. I think it is fair to say that nearly everyone would be happy with that. However, the polite member of staff took it step further by not only explaining the reason for the issue and removing the rest of the muffins that had come from the same packet, from the display, but furnished Kate with a voucher entitling her to a free beverage the next time she goes into a Starbucks.

Importantly the staff member made a record of the issue and each voucher has a number. Although I didn’t ask (perhaps I should have) I assume that  all these results are analysed and used to improve the Starbucks experience. 

Most companies big or small would have stopped at just replacing the item… Starbuck took it a little further.