86% of customers decide to stop doing business with a company because of a negative customer service experience. The companies with the best customer service know and understand this.
You can learn from these companies by taking a lesson from how they handled a challenging customer service situation. We have three examples of how a large corporate company went above and beyond the call of duty.
Let’s look at each situation and learn how you can apply it to your business.
This customer service experience begins with an elderly man who didn’t keep a lot of food at home. A blizzard snowed him in, and his family was worried. After calling several grocery stores who refused to help, Trader Joe’s came to the rescue.
They didn’t offer delivery at the time, but that didn’t stop them. They paid for and delivered life-saving groceries to the elderly man.
What we learn here is that sometimes a customer’s situation doesn’t fit within the confines of the company rules. Don’t get so focused on procedure and policy that you stop focusing on the customer’s needs.
Imagine being on a flight, and suddenly there’s a man playing trivia and handing out free tickets. That’s precisely what happened to passengers on a JetBlue flight. Jet Blue has a “People Officer” that magically shows up and gives away free tickets.
On this particular occasion, Jet Blue made everyone show up two hours early to their flight because of a computer glitch. But are people complaining? No, they’re talking about the free tickets!
What we learn from this is that just because your industry has a negative reputation, it doesn’t mean you have to let it define you. Take a one-on-one approach to your customer service. It also shows that when something bad happens, you can still turn it around.
It’s hard enough to live your life with severe allergies. Traveling is an even greater challenge. For one family, it was almost disastrous, until the Ritz Carlton in Bali came to the rescue.
The family brought their own special eggs and milk for their son with several food allergies. Upon arrival, they realize the eggs are all broken, and the milk spoiled.
The employees searched the entire town and came up empty. Then the chef came to the rescue by having his mother in law in Singapore buy the ingredients from a particular shop and fly to Bali with them.
Personalization is key these days, especially if you charge premium prices for your service. Look for ways that you can create a personalized experience for your customers.
Also, don’t be afraid to empower your employees to problem solve and take action. Here the chef was able to deliver top-notch customer service with creative problem-solving.
While not every situation requires free plane tickets, flights to Bali, or trudging through a blizzard, you can still focus on providing top-quality customer service.
The companies with the best customer service understand that you need to empower your employees. They need to think about what would make the customer’s experience better and fulfill their needs.
Contact our team today, and let’s work together to take your company’s customer service to the next level.