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Customer service, a pricey sandwich and the smiley dinosaur

Jim Riley

8th September 2011

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I love this true story which has emerged recently about a customer service response by the team at Marks & Spencer…

Here is the source of the customer service case study.

The story starts with an over-priced sandwich. The sarnie should have been scanned at £1.90 but the customer was instead charged £3.00. A request for a refund led to a promise from M&S to send a gift card…which didn’t arrive. The follow-up request was somewhat unusual:

“For the inconvienence, I would also like a hand-drawn picture of a smiley dinosaur to be included with the gift card. I trust you will be able to comply with this request.”

What did the customer get?

image

Love it! Great customer service. Cute dinosaur too.

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Jim Riley

Jim co-founded tutor2u alongside his twin brother Geoff! Jim is a well-known Business writer and presenter as well as being one of the UK's leading educational technology entrepreneurs.

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