Before I started working with the “Customer Service Expert, Experts” at Big Dot of Happiness, I thought I knew what good customer service was: attentive staff whose timely responses to concerns resulted in action like refunds or exchanges for similar products. And when contacting the refrigerator repair person or the cell phone company or even the local department store, I would have been satisfied with that level of service.

Well, not anymore.

Here at Big Dot of Happiness, we really do take customer service to the next level – you could say that we do it “the Big Dot Way.” That way means addressing each customer concern with the utmost care, taking time to personally reach out to everyone… and then going above and beyond to make absolutely certain that person is 110% happy with their Big Dot experience.

One of my favorite examples of this is a conversation I had with a customer who placed an order a few months ago for, among other items, our Monkey Boy Mini Favor Boxes. She had apparently planned on giving each of her guests a favor box filled with an assortment of miniature cookies, which she was having specially made by a local baker. As she explained over the phone, however, her baker wrote down the measurements incorrectly and made an assortment of regular-size cookies, too large to fit into her smaller favor boxes… and unfortunately, she didn’t realize this until the day before her shower. By the time she called us, she was understandably frantic – and since it was the day before her shower, she didn’t have time to go shopping for another favor.

Since we have a 100% Customer Satisfaction Guarantee, we issued her a refund for the favor boxes that she was no longer able to use. As nice as the credit was, however, it still left her without adorable favors for her party the next day. So, we took it upon ourselves to overnight her enough of our larger Classic Favor Boxes so that each of her guests would still be able to take home a fun, personalized favor – and into which her larger-than-planned cookies would fit nicely. She may not have expected that type of response when she initially contacted us, but doing this is the norm for us. We’ll do whatever it takes to leave our customers feeling like “hostess heroes” following their experience with Big Dot of Happiness – anything less simply doesn’t fit our definition of good customer service!

Posted by an Expert Expert