Nestle Customer Service is Excellent
Recently I bought my favourite coffee brand, Nestle Sweet Cappuccino and found that the packaging was defective. The tear at the top couldn’t be torn without needing scissors so I couldn’t have a cup of coffee easily.
This is my favourite coffee brand and I know what should happen. I take out the sachet, tear it at the top and pour it into my cup. The sachets I had bought didn’t work that way, no matter how much I tried and twisted them, they wouldn’t tear. Most people would have just got some scissors or a knife, cut the top off and grumbled about it but I’ve worked in customer service. Companies want to know if something is wrong with a product.
So I went searching on the net, found Nestle’s website and where I could contact them and let Nestle Customer Service know what my issue was. I like my Nestle Sweet Cappuccino, I will keep on drinking it and I want it to remain a great product so I let them know about the issue I had with the box of 10 I had bought.
A week later I received a letter thanking me for letting them know of the problem and a $10 cheque. This showed me that Nestle customer service is excellent. I was thanked and not ignored, I received a refund which was actually more then I spent on the product and I will be happy to tell everyone how well Nestle responds to problems with their products.
It’s a win for all concerned. Nestle keeps a customer and I know that my feedback is valued. I’ve since bought more boxes of Nestle Sweet Cappuccino and the sachets tear properly. It was obviously a bad batch and Nestle know about and can fix the problem.
Let me know if you have ever had a product you weren’t happy about and what you did about it.
Tania Shipman (Tanny)
Interested in Anything and Everything
(Disclaimer – I worked for Nestle about 18 years ago at Friskies Pet Care – one of Nestle’s divisions)
{ 10 comments… read them below or add one }
I would love the Chiefs of Telstra and Optus to read this post. It is great to hear that a huge company like Nestle takes the time to give complete customer satisfaction, and then some.
Wal Heinrich´s last blog ..The Wide World of Prefab Homes
Wal
I would indeed like them to read it. It’s a pleasure when your advice is appreciated and rewarded. Too often with the companies you have mentioned customer service equals ‘why are you bothering us’. It was a pleasure dealing with Nestle.
Hi Tania,
Big praise for sharing your positive customer service experience with Nestle. It’s easy to find people documenting poor experiences – it’s difficult to find good experiences. In general I think companies do go out of the way to do the right thing – it’s just under reported. Now that Nestle have done the right thing by you, you’ve become a Nestle brand ambassador. Which not only helps spread the good word about Nestle, but also makes you a bit more forgiving if they make a future mistake. Afterall, they have helped you out previously.
David Moloney´s last blog ..What is a Favicon
Hi David
Too many people are quick to emphasise the negative rather then talk about the postive. I was very pleased to be able to write favourably about how excellent Nestle Customer Service is.
Hello Tania,
Good to see that there is a company that cares about their customers. Very rare now days.
Whatever happened to good customer service where the customer is always right?
Also when I walk into a store it would be nice to know that the person who is working, would get of their mobile phone to give good customer service.
I will only go back to a company/store for top customer service. There is one post office which I will drive out of my way to go to – and that is because of their friendly manner and way of making me feel good
Great read Tania, Nestle has a new customer after reading this !
Cheers
Lisa
Lisa Wood´s last blog ..Time 4 Me
Lisa – nowadays we want good customer service and exactly as you have said, we will go out of our way for it. I call in at the local butcher because he will cut up my meat the way I want it.
I hope you enjoy Nesstle products and I’m very glad good customer service is rewarded by a brand new customer.
Tanny
Hi Tania,
Thanks for sharing your great customer service story. It’s good to see companies understanding that good business is not just about selling a product, is about the service as well.
Its companies that understand and practice this, that will be rewarded the most, the others will eventually go broke.
Cheers,
Mr Limousine
Mr Limousine´s last blog ..Airport Limousine Services – Get to your next Flight stress free
Mr Limousine
That’s a very good point. A good product with bad customer service vs a good product with good customer service and the 2nd one will always win. Word of mouth, social media, friends and family – everyone soon knows when a company has bad customer service.
It can really make or break a company if they can’t provide it.
Hi Tania,
I agree it is good to hear that Nestles are still giving great customer service.
I had an experience where it was necessary to contact customer service while I was still living in Melbourne, but instead of cash I was sent extra product.
Rita´s last blog ..Animal Companions
Rita,
I think for most people knowing that your comment has been received and appreciated is such a nice surprise that anything you receive is a bonus. I’ve rung up companies to complain about a product that wasn’t satisfactory but I’ve also rung up companies to compliment then on their products too.
Extra product or a cheque says the company knows you were not happy and this is a thank you for letting them know and some recompense for the problems you have.
Great to hear that you had a good experience with Nestle Customer Service too.