Most companies take pride in the work that they do. While handling complaints is often challenging and sometimes, upsetting, one of the key things in making the business more progressive is to act fast and help satisfy a customer.
Complaints happen every day. Once a customer complains, it is usually for a good reason or a genuine concern. It can be a purchase that did not meet their expectations, a service not rendered or a rude and misbehaving crew member. As a business owner, you need to take care of the customer by listening to the complaint and resolving it.
But this Philippine-based company, which is famous for their chips and other snack items, took it to the next level. Instead of addressing the customer’s complaint by apologizing and promising that it will be properly investigated, they took it very seriously and their next action surprised even the complainant.
Facebook user Christ Ledesma shares how Universal Robina Corporations handled her complaint. While enjoying a bag of chips, she noticed a piece which is burnt and inedible. She took a photo of it and sent the complaint via Facebook Messenger.
The customer service responded immediately and apologized for the inconvenience. They also asked for her details like her name, address, and contact number so that the Customer Care Team can get in touch with her.
Christ recalls that the team contacted her several times regarding the burnt chip. She’s surprised that the team wants to solve it as soon as possible. She was even astonished when she received a care bag from Universal Robina Corporations. The bag did not only contain her favorite chips but also other snacks from the company.
Now, that’s what we call great customer service!
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Isn’t it wonderful to see a company who is doing their best to make a customer happy?