Australian Newsagency Blog

A blog on issues affecting Australia's newsagents, media and small business generally.

A story of wonderful customer service from a newsagency employee

Mark Fletcher
March 24th, 2014 · No Comments

Here is an inspirational email received by a colleague newsagent a couple of days ago.   This is customer service!

Dear Sir/Madam

I visited your store this morning to purchase The Australian newspaper and to submit X-Lotto tickets for tonight’s X-Lotto. I was greeted and served by your staff member, Louise.

Louise was extremely helpful in explaining to me that the Winners Circle card had expired and that the completed tickets were no longer able to be used and handed me some new X-Lotto forms to be filled out. She aptly renewed my card and provided me a membership change of detail form.

Whilst I was completing the new forms with my chosen X-Lotto numbers, I listened to Louise as she interacted with other customers. She was friendly, respectful and courteous, a rarity in today’s society where customer service does not seem to be an important factor in so many small businesses.

My Husband and I are passionate about customer service and having been in small business ourselves understand the importance in customer retention and staff members play such an important role, congratulations on choosing such an appropriate young individual to represent your organisation.

We would like to use our experience with Louise in a case study for our business which is targeted at guiding small businesses at taking an inward look at how they meet the expectation of their most-important aspect, their customer.

Please pass on our gratitude to Louise for her exceptional customer service.

Great customer service begins at the top of any business. Louise deserves kudos for excellent customer service. Her managers also deserve kudos for excellent management.

In our businesses we are only as good as our weakest link. Good customer service is results from good management. Poor customer service results from poor management.

From the top down we need to make our businesses deliver more Louise experiences so more of us get emails like this.

Thank you Louise for your great service that lead to this inspiring story.


Category: Customer loyalty · Customer Service · Newsagency management

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