Un-Bursting Bubbles in Customer Service

sparkling-water-bottleNothing beats a positive customer experience story shared over a glass of wine after a busy day.

Here’s a story for the WIN:

My Aunt Robin loves herself some refreshing sparkling water but was tired of buying bottle after bottle of the bubbly from the store.

She purchases a Sodastream (@SodaStreamUSA). Easy as that!

She can now whip up her own flavored or unflavored sparkling water at any time.

So, you can imagine how the bubbles of happiness burst when the new Soda Stream stopped working.

Dreading the call to the Sodastream support, she expects the call to take a long time. Wait on hold forever. To be difficult to troubleshoot. That they wouldn’t be able to do anything to help. That she’ll just have to buy a new one anyways.

The time comes to call.

It’s not so bad.

After some brief troubleshooting, it sounds like it’s not fixable. She’ll need to send it back to them and they will send a brand spanking new Sodastream at no cost.

The support rep says that she’ll email an address label in a few moments.

It’s been 2 hours. It doesn’t arrive.

Aunt Robin calls back and speaks to another helpful representative. Turns out, they sent it to the wrong email address.

No problem–they resend it within seconds and apologize for the inconvenience.

The postage paid envelope is printed and the broken Sodastream is placed in the mail.

Within a few days, the new Sodastream arrives on the doorstep. Cheers and bubbly for all!

The trick here:

Follow through on your word and un-burst the burst bubbles of customer!

[custom_author=jenny]

Jenny Dempsey is the Social Media and Customer Experience Manager for NumberBarn.com. With over a decade of customer service experience, Jenny has been recognized through social media channels as a thought leader. She is co-founder and a regular contributor on the Customer Service Life. When she's not helping or singing to customers, she is studying to become an Integrative Nutrition Health Coach. Be sure to check out DempseyWellnessCenter.com and follow her on social media!

One comment

  • Nice! I love a good bubble story, and Aunt Robin’s did not disappoint. Thanks JD for the lesson. You are bound to make a mistake. It’s what happens next that’s so important. xo

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