Un-Bursting Bubbles in Customer Service
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 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!