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Great Customer Service: Way to Be Bear!
By Meg | December 10, 2007
Pam Jay and Amy Caldwell in the Contact Center did a fantastic job assisting this customer whose Bear had gone astray. Below is the e-mail the customer (now newly engaged) sent us following his experience.
Dear Vermont Teddy Bear,
I recently purchased a Holiday Hunk Bear to help me with a very important task. I wanted him to hold the ring (and my hand!) while I proposed to my girlfriend on her birthday. There was only one small problem with my plan. The bear I ordered did not arrive on the expected day. After using the tracking link provided in my order confirmation to find out where he went, I contacted Customer Service, where a very sympathetic Bear Counselor named Amy took down all the information and promised to get to the bottom of the mystery of why my bear got lost. An AmBear Alert was issued to find my lost bear.
A few minutes later, my phone rang, and a wonderful lady named Pam explained what had happened to my bear. A software glitch had mistakenly routed my bear to another state, for which she apologized. In fact, your bear counselors seemed more upset by my wayward bear than I was, and Pam was genuinely concerned that my bear would not be here in time for the proposal. She assured me that she would personally see to it that a replacement was sent out by Next Day Air so that he would be here to help. Well, Vermont Teddy Bear and Pam saved the day. Cyrano de Beargerac was a huge hit, and my girlfriend said YES! She said she couldn’t resist such a cute little fella. She never would tell me if she meant me or the bear, though…It’s wonderful people like Pam and Amy that keep me coming back to Vermont Teddy Bear. Cyrano was the 4th bear I’ve purchased in the last 3 years. Your customer service is unparalleled and your people are wonderful. They love what they do and it shows.
Thanks again.
B.C. in Oklahoma City, OK
Topics: Love Letters |