February 20, 2008

Extraordinary Service

Filed under: Customer Service Strategy — Mark Sanborn @ 10:44 am

My friends at Impact Innovation sent some great stories of exceptional customer service. Here is one of my favorites:

Scenario: A family holiday celebrating special anniversaries and birthdays. !2 people went and had all been given personalized matching baseball caps and T-shirts as souvenirs before going.

On the last day of the holiday 8 of the party went on the Log Flume in Disneyland. One of the party was upset to lose his baseball cap which had blown off during the ride. With not much hope he went and reported it to their Info/Customer services office, saying that we were going home the next day but he left his name and address. Ten days later a dirty but otherwise undamaged hat arrived in England having been found in the filter.

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