Today at lunch I heard a classic Customer Service story from a friend (privacy was requested) that reminded me of my own favorite POOR Customer Service Story. Here are two classics in one blog.
Story #1 - A supporter of President Donald Trump recently called Nordstrom (yes Nordstrom the infamous icon of superb Customer Service) to voice her objection about the recent news of their discontinuing of Ivanka Trump merchandise.
[Note some history here: During the election there was a call to boycott Nordstrom back in October with a balanced Nordstrom's response "Nordstrom responds to viral letter"]. Back to the story ---
After waiting 15 minutes on hold, she then told the Nordstrom Customer Service Representative that she would be forced [because of Nordstrom's politically pressured actions] to cancel her Nordstrom's credit card.
[Here's the punchline Customer service response]
"That's PATHETIC, Sorry to see you go."
Story #2 - Years ago, I was continuously flying every week during my years at Accenture. Going back and forth to Canada, I had decided to fly both Delta and Canadian Air. I had been a Platinum card holder of Delta for 5-6 continuous years when during the heavy years of flying to Canada, I had missed by a few segments reaching Platinum status. I decided to send an email to Delta Customer Service requesting consideration for an exception and to renew my Platinum status. The return email subject was titled:
"Platinum Wanna Be"
Here are two stories of how exemplary customer service that drives intense customer loyalty can be lost in a single word! And they both demonstrate how these stories are etched into the memory of individuals and spread virally to the detriment of the company.
Pathetic Customer Service Representative Wanna Be