SMART Service Desk Shares Stories For April Fool’s Day

Customer service stories within the industry and helps relieve some of the tension that various CSRs share when helping customers solve their issues.

A supermarket customer complained that their bill was wrong. The assistant explained that a number of in-store discounts had been applied, hence the lower than expected bill. The customer would not accept this and insisted on speaking to the manager. Despite further explanation, the customer could not be appeased until it was accepted that he was right and “allowed” to pay the higher total.

A television was returned because the picture was not clear. On being told he was required to remove the protective film from the screen, the customer insisted that at no point during the sales process had he been told he’d be required to do this and insisted on a full refund, plus compensation for his wasted time.

A customer’s mother had recently had some medical treatment that left her feet numb and sensitive to pressure – and also rendering most of her shoes totally useless. She ordered her mother six pairs of shoes from Zappos, hoping that at least one of them would work. After receiving the shoes, her mother called Zappos to get instructions on how to return the shoes that didn’t work, explaining why she was returning so many shoes. Two days later, she received a large bouquet of flowers from Zappos, wishing her well and hoping that she recovered from her treatments soon. Two days later, the customer, her mother and her sister were all upgraded to “Zappos VIP Members,” which gives them all free expedited shipping on all orders.

Apparently a man bought an iPad online, then returned it to the company almost immediately, affixing a Post-It to the front of the device that simply read, “Wife said no.” Returns processors must have gotten a kick out of it, because the story eventually made its way to a couple of Apple VPs, who refunded the customer and returned the iPad with an attached Post-It that said, “Apple said yes.”

In 2011 a member of the Nordstrom security staff noticed a woman crawling around on her hands and knees on the sales floor. When he discovered that she was looking for a diamond that had fallen out of her wedding ring while she was trying on clothes, he got down and searched with her. He also recruited a small team of people to help comb the floors. Eventually, the crew painstakingly picked through the dirt and debris in the store vacuum cleaners before coming up with the woman’s diamond.

SMART Service Desk IT Service Management Software is a great start to creating your very own customer service legends. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

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