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I am always amazed when a company's customer service staff is ... helpful. Sorry to say, but the occurrence is so few and far between, I no longer have the expectation that asking for help will result, in well, help. Today, my faith was restored. Here's what happened.
A few days ago, I logged onto the OXO site to see if they had a tool for cleaning my travel mug. I love my travel mug and I have given them to many friends and family. There is one thing I struggle with though, cleaning the lid. The pushbutton-no-leak lid is the only travel mug that is allowed to get near my much beloved computers. Each one was around $10 and I both the Plastic and Stainless Steel LiquiSealTM Travel Mugs.
I was looking for a tool of some sort to clean the lid. I noticed when I switched from tea to coffee that the mug didn't seem get as clean. I logged onto the OXO site, looking for a brush or tool of some sort to insert into the drinking spout, but was unable to find one. I clicked the "Product Suggestion" link and dropped a quick note about cleaning the lid. I didn't expect much from it, maybe an auto response message.
That's not what I received. Instead, I received an email with suggestions on cleaning the lid, which included a couple of different methods based on the liquid type. It was not a link to an FAQ, or generic help page. It specifically addressed my question along with "Angie's" contact info in case it didn't work.
What would your clients say about your customer service? Is it what you expected?
Find out and make a plan to create/maintain POSITIVE customer service experiences that your clients will talk about.