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)
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{ 12 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 recently posted..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 recently posted..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 recently posted..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 recently posted..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 recently posted..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.
Hi Tanny,
Last year I opened a large packet of dried pasta into boiling water and saw literally thousands of tiny black ants all floating to the top. Before I’d emptied the whole packet I stopped and decided to let the company know. They were mortified and sent me a full box of pasta in every shape and colour and took details of where I bought the packet/serial numbers, etc. I didn’t even have to return the ant ridden pasta – just as well, as I don’t think Australia Post would have been too impressed. I ended up happy and hopefully they have been able to fix the problem at their end. I do tend to check dried pasta for ants now though
Jan Littlehales recently posted..Raising Great Kids – Table Manners
Jan
Companies that accept that a product may be faulty (and it can happen in any numbers of ways) and simply replace it for their clients build great customer loyalty and the best advertising there is via word of mouth (and blog now 
) Great to hear about your result.
What was the company that listened to you and took direct and immediate action to ensure your customer satisfaction?