Happy New Year! Wow, what a busy and jam-packed year it has been in the Jago office. We are getting excited for what 2018 is set to bring and we can’t wait to share all the updates.

Now that 2017 has drawn to a close, we’ve been researching all of our favourite customer service stories from the year. These customer service stories were chosen based on the type of experience the customer had and how likely they were to share across social media and with their friends and family totally unprompted.

Without further ado, here’s 3 customer services stories from 2017 that will put on smile on your face:


  1. Elon Musk Uses Twitter Skilfully to Tweet a Customer

In August 2017, a Tesla customer tweeted the following to Tesla CEO Elon Musk: 

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Only 24 minutes later, Elon Musk replied with the following message:

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Now that is an effective way to use social media as a tool for positive customer service experiences!

Elon Musk not only responded to the customer quickly, he also took on the suggestion the customer gave the brand. Instead of making excuses, not taking responsibility or shifting the blame to another department, he strategically used this feedback to better his product. By doing this, he showed the customer that he cared and that they will take action based on their needs and wants.


  1. Wal-Mart Proves They Love Their Customers

A customer was waiting inline behind an elderly man while his items were being scanned and told what he owed. Here’s how her story went:

“This gentleman’s items were scanned and he was given the total. He looks apologetically back at me and starts taking handfuls of change out of his pockets. He miscounts and starts to get flustered. Gives me a muttered “I’m so sorry.” His hands and voice are shaking. This beautiful cashier takes his hands and dumps all the change on the counter and says, “This is not a problem, honey. We will do this together.”

Once the man paid for his goods and walked away, the customer thanked the cashier for being so patient. The cashier shook her head and replied, “You shouldn’t have to thank me, baby. What’s wrong with our world if we’ve forgotten how to love one another.”


Image: Spring Herbison Bowlin/Facebook

Wal-Mart showcases that their employees are a very important part of their customer service process.


  1. SouthWest Helps to Kick Cancer’s Butt

One of SouthWest’s customers did not have a good start to her travel when her luggage didn’t show up after flying from Nashville to Pittsburgh. The purpose of her flight was to begin chemotherapy the next morning and her luggage contained medication, a rosary and a lucky t-shirt she had packed in preparation for her treatment. She spoke with a customer service agent on the phone and the agent learned that the luggage had been delivered to their warehouse at 2am however all the couriers were closed that night. After looking at the address, she realised that the location was only 25 minutes from her home so she picked it up herself and delivered it personally. 

The customer woke up to the luggage at her front door and a note that said, “Sorry for the delay getting your bag back to you. Myself + my SouthWest family are thinking of you + wishing you all the best. Kick that cancer’s BUTT!” 


SouthWest showcased that good customer service makes a big difference, especially when you are dealing with major health problems. Customer service affects all customers and how they view your business.

These stories show exactly how good customer service can make a huge impact on your customers and the success of your business.

If you would like to improve your customer service, book a demo with Jago today.

Customer Service Improvement, Customer Service