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Customer Service Done Right
Featured Author:
Sharlyn Lauby
Sharlyn Lauby, SPHR, CPLP is an HR pro turned consultant with more than 20 years of professional human resources experience. Lauby is president of Internal Talent Management (ITM Group, Inc.), a human resources consulting firm located in South Florida. She has designed and implemented highly successful programs for employee retention, internal and external customer satisfaction, and leadership development. She is the creator of the blog HRBartender, a friendly place to discuss workplace issues. So pull up a stool and order your favorite drink…the bar is always open.
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November 05, 2009
You know I’ve written about the connection between transparency and social media in the past. Invariably, when I mention transparency, someone asks about handling those situations that go wrong. And, my reply is always the same – even the best companies hit speed bumps. It’s how you deal with them that defines you to your customers. To give an example, let me share my all-time favorite customer service story.
Having a degree increases your chances of getting hired. Learn about degree programs here.One day I’m waiting for an appointment, thumbing through the latest issue of Oprah Magazine. As I scan Oprah’s must-have fashion items for Spring, I see a really cute straw tote with red patent leather trim. It’s made by Liz & Co. exclusively for J.C. Penney. Price $50.
Being a handbag collector (Mr. Bartender calls it a fetish)…I had to have it. So I started searching online without any luck. Next, I contacted JCPenny online and asked where I could find it. Their reply: only in stores.
(I know you can see where this is going.) And, you might be saying, “It’s a handbag, give it up.” But I was determined, so I dragged Mr. B to the mall to help me look for this bag. (He’s a saint.) At the store, we walked around for a long time and couldn’t find the bag anywhere. I spoke to a sales clerk, department manager and then the store manager. None of them knew about the bag, Oprah Magazine, or the ad.
I came home frustrated. Then I saw the news headline saying that JCPenney was
About a week later on a Sunday night, my phone rings. You can imagine my surprise when the gentleman on the other end said, “I’m the president of JCPenney and I just read your letter.” I’m like, “you’ve got to be kidding.” So he tells me that he’s going to have someone “look into it.” I say thanks and hang up the phone figuring I’ll never hear another word.
Meanwhile, I get an email from someone at Liz Claiborne. They tell me they’re trying to find the bag at a store and will send me one (at no charge) as soon as they find it. I reply with thanks…again, not holding my breath.
