The holidays are a very special time for most people however, they can also be a time that is filled with stress, a lot of expectation and pressing deadlines.
It is during this time that brands are at their busiest with customer needs and requirements at an all-time high. Experiencing customer service frustrations can really turn a great holiday experience into a bad one for many people.
Fortunately, a lot of companies understand the importance of customer service and a positive customer experience and have gone the extra mile to satisfy their customers and ensure they are happy.
Here are two of our favourite holiday customer service stories.
In the weeks leading up to Christmas, one of Amazon’s customers purchased a brand new PlayStation for his son to open on Christmas day. After it hadn’t arrived a few days after the expected delivery date, he tracked the package on Amazon only to realise that the package had not only been shipped, it had also been delivered to his apartment days earlier. After doing some investigating, he soon realised that the package had been stolen.
The customer called Amazon to try and figure out a solution and much to the customer’s shock, they were more than willing to help this father out. To make this situation right, Amazon sent another PlayStation free of charge and also upgraded the shipping to ensure that it reached this customer in time for Christmas. Which it did! The package arrived on Christmas Eve and was wrapped under the Christmas tree ready for the son to open.
Amazon truly showcased how a negative situation can quickly be turned into a positive one – one that left a lasting impression on the customer.
Jeff Bezos, the Founder of Amazon believes that the success Amazon has had over the past 12 years has been driven exclusively by customer experience and we couldn’t agree more.
Young Luka, an avid Lego fan spent all of his Christmas money on a Ninjago (Lego ninja) named Jay XZ. Unfortunately, Luka lost his favourite toy when he took it on a shopping trip, even though he was advised by his father not to. Devastated about no longer having Ninjago in his Lego collection, Luka wrote a letter to Lego explaining his loss. He outlined to the Lego staff that if he was to be sent another one, he would look after him and never take him to the shops again.
Here is the original…
The response that was received from the Lego customer service department was amazing.
It’s no surprise that Luka was delighted to receive the email informing him that not only will they replace the toy but that they would also be sending extra Lego toys.
Lego went above and beyond in their customer service response. It was thoughtful, fun and went the extra mile to satisfy Luka’s request. It is no wonder that this story went viral.
Amazon and Lego have clearly displayed that their customers are their number one priority and that they are willing to go to great lengths to ensure they are happy.