Two true stories, today:
- Customer Care team at a food products company received a call.
Customer: I recently bought a pack of your Parota. This is not the first time I am buying this. I love your parotas. There is no complaint on the quality even now.
Agent: Thank you so much Ma’am. Please continue.
Cust: This is such a small thing. I feel bad to report it. But since you should correct it, I am reporting this.
Agent: No problem Ma’am.
Cust: Always, you pack 6 nos. of Parotas in each packet. But this time, there were only 5 nos.
Agent: We will definitely look into it Ma’am. First, our sincere apologies for this goof-up. Thanks for bringing it to our notice. We will ensure that this doesn’t happen in future. As a thank you, we will send you a fresh pack of Parotas. Please message us your name and address. Please send us the batch no. also for us to correct this at our end.
Cust: Sure, I will do. Thanks.
Call disconnected. End of story? No.
Now, the climax in the story.
After 5 minutes, same customer calls back the cust care team.
Cust: I called just a while ago and reported a problem reg Parotas.
Same Agent: Yes Ma’am, I remember.
Cust: I am sorry. There is no problem. The pack had the right number of parotas as usual. My husband had eaten one of them, which I didn’t know. I am sorry for this. Please close the ticket & do not send me a replacement.
Agent: Ma’am, we thank you so much. However, we will still send you a replacement as promised earlier as a thank you for your contribution & your precious time to add value to our services.
Takeaways:
- Most customers are honest.
- Most forward looking companies trust their customers.
- Great companies really solve their customers’ problems.
I always trust my customers & address their issues. In return, I win their hearts.
I will write about the other true story in my next post. Watch this space!
happyselling #b2b #b2bsales #customerstories #trust #customercare
