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You Catch More Flies With Honey… Or Spilled Salt

, , , , , | Right | September 7, 2021

I like to shop at a certain fashion retailer that started offering non-perishable food products from local producers. I order a cheese-making kit online. The outer box has a white crystalline powder on it when I open it. I open the inner box to find a tear in a baggie of salt. I can easily replace this, but a loose, unknown white powder isn’t great! I phone the store’s toll-free number for feedback.

Customer Service Representative: “Hello, thank you for calling [Company].”

Me: “Hi, I ordered a product online. It’s a bit damaged. I don’t want a return; I just want to give some feedback.”

Customer Service Representative: “We don’t want you to keep a damaged product. You can return or exchange it for free, however.”

Me: “It was a cheese-making kit. I opened the outer box and found a spill that looked like a silica gel packet. When I opened the inner box, I found it was salt. I don’t want to return it just for that, but I did want to pass on that it should be packaged better.”

Customer Service Representative: “Thank you. Did you have the order number?”

Me: “Yes, it was [number].”

Customer Service Representative: “Thank you. We’d like to offer you a $10 gift card for this problem. May I put you on hold while I set that up?”

Me: “Sure!”

Customer Service Representative: *Thirty seconds later* “Thank you for waiting. You’ll receive an email with your gift card right away. Is there anything else I can help you with?”

Me: “No, thank you!”

This is what good customer service looks like. Now to go shopping again.

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