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good customer service

Good Customer Service and A Wonderful Apology

Posted on 13th March 2012 in apology/ bank/ good customer service

When I worked in the customer service industry one of the phrases I truly liked was:

turn every complaint into a compliment

At the end of last year I moved house. I dutifully contacted everyone I could think of so that they could update my address details.

After a few weeks, I realised that I was still receiving bank statements that had been forwarded from my old address so I wrote to the bank again.

Unfortunately I still kept receiving forwarded statements so I went into a branch and asked them to change the address immediately and register it as a complaint as despite writing to the bank twice, my address had still not been changed.

Within a few days I received a letter of acknowledgement from the bank….to the right address.

A couple of days later I received a phone call from the bank and had a very nice conversation with them about the situation. The person I spoke to was pleasant at all times, apologetic and reassuring; data protection is after all a very serious matter and there is a very real fraud risk when your post, particularly banking information, is sent to the wrong place.

By way of apology, the bank credited my account with £250 and today I received this lovely bouquet.

Now that is what I call good customer service!

ODEON #goodcustomerservice

Posted on 6th November 2010 in complaint/ customer service/ odeon

Recently I was a little ticked off with the Odeon, here is why.

However, I have to say that I have been pleasantly surprised by the response – from the Odeon – to my blog.

The other day I received this email:

Dear Mrs Hall,

Firstly, I would like to introduce myself. My name is XXXXXXX and I am
the new XXXXXXXX at the ODEON in Colchester. I have been informed of
a situation which occurred at the cinema when you and your family came to
watch Despicable Me 3D, and although this is my first week in the job, I
felt it necessary to write to you about your experience.

During my time within the cinema industry I believe that the most important
thing is people. Whether it be guests or my team, they both come first.
Therefore, I carried out a search online to find out what our guests
thought of the cinema and their experiences. I came across your blog and
after reading it felt you were completely right in what you were saying.

Although the toy does come as part of the Filmfeast package and cannot be
sold separately, as a gesture of goodwill I would of asked my team to give
the toy to your son given the amount you spent within the cinema. This is
something which I have already discussed with the team here.

Please accept my sincerest apologies for your visit which I agree was not
up to the expected standards. If you have any further issues please do not
hesitate to contact me on this e-mail address or in the cinema.

If you would like to forward me your postal address I would very much like
to offer you and your family complimentary tickets for a return visit to
the cinema.

What a lovely email. You know what I liked best about it? I liked the fact that he had taken the time to google and see if there were any good or bad comments being made about his new branch, the fact that after finding my blog he then obviously went away and looked up my customer record to find my email address and then took the time to sit and write me a very lovely email.

Top bloke.

So my faith in humanity (a little strong?) and indeed good customer service is now restored!

 

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