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.
The inaugural New Lodge photographic competition entitled ”autumn at New Lodge” is now complete. The judges deliberated long into the night before awarding the top three places. To see the full competition and the judge’s comments please visit www.newlodge.co.uk/art and open each picture.
The winning picture has been mounted and exhibited in the conference room on an easel, and receives a print to take away. Those placed 2nd and 3rd receive a framed print to take away as a memento.
However it doesn’t stop there, the winter/spring season is now upon us and the New Lodge art page on the website is set up ready for new entries, the more the merrier.
The first season has set the bar high as acknowledged by judges and New Lodge staff alike. Enjoy looking through the pictures and reading the judges comments, the closing date for winter/spring is middle of June.
| Also posted in General, New Lodge |
Maria Lily Stephen 24/04/10
Boo!
SSSSHHH
| Posted in Tim Stephen |
Following the recent launch of Marchday “now that’s what I call customer service” awards, Tim starts us off.
THIS IS WHAT I CALL CUSTOMER SERVICE!
One good, one bad;
Good – put simply “WEBCHAT”, I was on hold to a customer service helpline to my friends at Barclays trying to get the information about an insurance policy, provided as part of my current account, to fix a leaking pipe that had caused the heating to stop working in the middle of winter.
I pause at this moment as I still can’t get my head around “on hold” and “customer service”.
Then out of the blue a box pops up and asks me if he could help, just like instant messenger. After a short time collecting myself off the floor I had a fantastic experience where all my questions were answered, PDF’s sent and phone numbers issued. Brilliant!
So a tick in the box for use of technology Mr Barclay’s, just need to be able to get the leak fixed next time and not employ the worst and most uncommunicative sub contractor ever. Thanks alot Eaglewarm.
Bad - What is it about having to present your loyalty card at the time of purchase. £500 worth of paving stones at Homebase, “Oh dear I seem to have forgotten my homebase card”.. “Sorry sir transaction has gone through so there is nothing I can do” he might as well have said “computer says no!” aaaaarrrrrggghhhhh
| Also posted in General, Philosophies |
“Of course it is going to be a boy, I am telling you; it is causing me alot more pain and I am a totally different shape!” Were the words coming from Kate’s mouth two hours after the start of labour… I responded “but if it is a boy we may never use the name Maria, we would have to go for another one!” …. “What, you must be joking” retorted Kate.
“Anyway I think that it is a girl! So we don’t have to worry about it” and so it came to pass.
Maria Lily Stephen was born at 00:17 on the 24 April and weighed in a healthy 7lb 7. The birth was amazing (from where I was standing) and Kate and Maria are both sleeping alot! The staff at the hospital were amazing and I can’t believe how lucky I am to have three beautiful girls. ”When can baby play in the bath with me? Please daddy, I won’t splash her” …
”I am sure you won’t, but she is a bit too little at the moment”….
”But all I want to do is play?”
”We have all the time in the world to do that my number 1 girl!”
| Also posted in General |
