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True Stories!

Two true stories, today:

  1. 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:

  1. Most customers are honest.
  2. Most forward looking companies trust their customers.
  3. 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