Tuesday, June 14, 2011

Maplins store staff could learn from prompt Facebook service

My husband and daughter are just a teensy weensy bit obsessed with pretty lights. Our garden is full of solar powered fairy lights, mood lights and the like.

Well, it seems that their batteries of some of those we've had for a while are starting to fail. Husband went to local Maplins to ask for a replacement to be told that they didn't do replacement batteries. When husband said that it wasn't great that they sold products that you couldn't get replacement batteries for, he was basically told that you might buy a car from a garage, but you wouldn't expect them to stock your petrol. He was also advised to try fitting 2 batteries into the product to see if that would make it work.

Husband, who is, bless him, becoming more like Victor Meldrew every day, was less than impressed by this and  resorted to Maplins Facebook wall to enquire further.  Within 48 hours he had a response asking for more information, and within 72 had been told that their buyer had placed an order for the said batteries at my husband's suggestion.

A good example of using new media to provide excellent customer service. Although, to be honest, as ever, it's the attitude of the person doing the serving that counts.

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