Your Customer Service Stories

Your Customer Service Stories - Graham Bennett

The Good: Getting my French francs note chewed up by a machine at an ELF petrol station on the motorway in France. I sent the shredded evidence together with a humorous letter to ELF in France, and got a lovely understanding letter back from one of their English representatives, together with remuneration in Stirling.

The Bad: I often dine out alone (sad but true) - and even sadder, I have occasionally been forgotten by the waiting staff. The difference in customer service for me is represented by two separate occasions at two separate restaurants - one where I had to force the waiter to acknowledge that I had been forgotten - they tried to pretend it hadn't happened, and left me feeling worse, like a nuisance, and offered nothing more than a grudging apology. I will and have been back there again, because it is very conveniently situated for me when making certain journeys. But I go in grudgingly now though.

The Ugly: On the other occasion, they acknowledged immediately that I had been forgotten, and in good humour explained why it might have happened, and explanation that I found totally acceptable and plausible in the circumstances by the way, immediately offered me a free meal, and asked for my order. I felt good, cared for, my inconvenience understood - I had been hoping to eat fairly quickly before meeting someone - thoroughly enjoyed my meal, and will go back there again. I haven't yet gone back because it was a one-off visit to that location, however if and when I do return, it will be with pleasure.

Read about Graham's

Huntingdonshire District Council Tailored Customer Service Programme.

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