(all photos by Kempton Lam)
This reporter had a wonderful tea party with friends in Calgary this past Saturday. We had some tasty food (see the following food pix) with Twinings tea. Observant readers may have noticed the above tea bag is actually an empty tea bag with no tea leafs!
When I saw the empty Twinings tea bag, I immediately thought, “Hmm, looks like Twinings had a manufacturing process glitch.” And I decided this could be turned into a nice opportunity to check/audit Twinings’ customer service which is exactly what I did this morning.
The process is simple, I looked up the 1-800 number on the package (it is printed on side of the 100 tea bags package) and called them to tell them what happened. The customer service lady was very nice and efficient in getting my information and address. And she promised to send me a replacement (I presume another package of 100 tea bags) which I suggested I would like to have some Twinings Green tea instead (specifically the Twining Green Tea and Jasmine Green Tea) to try. The customer service lady had no problem with my suggestion and told me the tea will be shipped to me in 3 to 5 business days.
Great service. Twinings has managed to keep me as a loyal and happy customer.
You see, free product replacements and even refunds (for customers to buy any products the company make) are the minimum basic of good customer services in the days of multi-millions and billion-dollar brands.
So next time you see products that don’t meet your expectations, don’t hesitate to call up customer service or use that “satisfied or money back” guarantee, because you are actually helping the companies to do a better job and make more money in the long run.
Filed under: Business, Calgary, Canada, Customer Services, UK, united states 
