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Customer Service Gone Good | Mary Biever | One Writing Mother

Customer Service Gone Good

Today I enjoyed one of those too-good-to-be-true customer service moments, receiving help from Meredith, a young cashier in the Evansville, Indiana, J.C. Penney store.

It started out as a potential sour note on a shopping marathon with my daughter.  She had found a dress there the day before, and we had returned to buy it. When we went to where the dress had hung the evening before, it was gone, as were all the others. We asked a clerk where they were, and she said they had been taken upstairs to be shipped out because no one had bought them.

To put a setting on this, I had been shopping on a hot holiday weekend, and this was store #5 that we had ventured into. I was ready to eat and go home. So I snapped, “Well can’t we get one of them before they are shipped out?” The clerk told us to go find a manager as it wasn’t her job.

To put another setting on this: my daughter and I agreed the dress would work well. When mothers and teen daughters can agree on a purchase, it’s a milestone, and I hated to miss this opportunity. I went to a cashier’s station and explained my predicament. Meredith, the clerk, immediately paged a manager and began to help us.  We showed her a picture of the dress and its size. She went to find it in the upstairs stock room.

As she searched for the dress, I listened to a lecture from my daughter that the first clerk was just doing her job and I should be more patient. When Meredith returned, she told us the dresses weren’t there.

But she didn’t stop there. She apologized and asked us to follow her while she checked two additional stock areas. The dress wasn’t in the first stock area. It was in the last one, in her size, ready to buy.

Meredith was gracious and pleasant and turned this tired, hungry, and irritated mother into one very impressed customer. It took about 10-15 minutes of her time, and she may never know just how much I appreciate her help.

We live in an era when customer service is sometimes just “good enough.” Meredith instead shot for a standard of excellence.

Penney’s – if anyone in your store reads this – you need to commend Meredith, tell her thanks, and keep an eye on her. She’s a keeper.

One Response to “Customer Service Gone Good”

  1. David Holland May 27, 2012 at 1:45 pm #

    As a former manager of customer service people, I instructed them that it was the “not my job” attitudes that will get you in the most trouble. You don’t just tell the customer that and drop them so that you can run. As for as the customer is concerned when they meet you, you ARE the company! Take care of the customer so that the customer will take care of the company and the company will take care of you. Any good company with good managers!


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