Customer Service celebrities – the new cult heroes?

If you haven’t been hiding under a rock the last week or so (or perhaps you have been enjoying your last few days of holidays!) you would have heard about the new peoples champion – Dan from Optus famous for his customer service responses!

Dan received national attention (and allegedly a few marriage proposals!) impressing people with his customer service responses on behalf of his employer Optus. You can read more about it here.

Not to be outdone, this morning has reported on a response from Woolworths that one Facebook user described as the “Greatest. Response. Ever”. That might be overstating things a little in my humble opinion but what is great is that contact centre staff/customer service is in the news for the right reasons.

If you are short of time (and aren’t we all!) here is the original post and the response:

Dear Woolworths Mosman, 

In the words of the modern day poet Ice Cube, “Today was a good day”, until a familiar craving for SS. Foods Hommus from my usual and reliable local Woolworths was bestowed upon me. I hopped in my car and made my way to “Woolies”, salivating at the thought of wrapping my mouth around a long carrot oozing with your culinary delight that is known as your delicious Hommus. I took that bad boy home ready to indulge my inner tastebuds and invite every sensation to my mouth party. I was shocked, disappointed and disgusted at the sight of a clump of mould atop the Hommus. I am at a loss as to what I am supposed to do. Do I eat around it? Do I accept this as satisfactory? Do I walk into Woolworths now, with the expectation that there is a very high chance that if I buy dip it will be “tough titties” for me if I run into the dip mould pandemic in my once secure home? Please, advise me on what is to be done in such dire circumstances.


And the response:

“Hi Ben, hello from the other side,” the post started.

“Firstly, we love the great poet Ice Cube. But let’s talk about Hommus.

“We totally understand that this is not okay and we will follow up with the store to make sure any other products like this get Straight Outta Mosman.

“The Boyz in the Hood will look into this for you. Check Yo Self and get over to the service desk for a refund and replacement — You Know How We Do It.

Peace out Hommus.”

So there you have it, amazing what gets national attention and over 30,000 likes on Facebook!

It would be remittent of me though to not flag some concerns about how things could also go dramatically wrong – but lets not ruin the fun and save that for another article!

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