I love to see a company step out beyond the norm and really treat me like I matter to them.
Of course, it's not the norm. Recently at Sonic I had a cup holder thrown AT ME in my car window. At McDonalds I was given a chocolate milk in a kids meal that had no seal and was half empty. Clearly the item had been consumed by an employee, yet calling them to complain only took me to a fax machine, repeatedly. Verizon forgot to put insurance that we asked for on our phones and because we didn't notice it the error is ours. I could go on, but it's just too depressing.
In a similar fashion, Jeremiah uncovered some poor customer service decisions with some recent pictures of customer service that focuses not on user value, but on lazy and cheap higher ups. I especially liked this one that brags about their cleanliness while demanding payment for additional packets of condiments:
What does it take for companies to understand that expensive marketing campaigns and around-the-clock PR service alone won't give you the lasting results that merely listening and responding to your customers will do. Sad to say it, but today's best example of good customer service comes to you from a Best Buy employee who admits their customer service needs work.
Source:
Consumerist
Jeremiah Owyang
