From problem to resolution: a real customer story (anonymised)

Even the best coffee machine or water dispenser can sometimes hit a snag. What matters is how quickly and effectively it is resolved.

Here is a recent customer’s story, from one of our clients in the financial services industry. We have anonymised the company.

A customer called us up to report a broken water unit. The unit was not dispensing, so the entire building was left without water…

They needed urgent help. Our Customer Service team took the details down and sent the customer an email inviting them to book a CoffeeCrew Live Assist call. This email contains detailed instructions for the customer to follow. The details can also be found on this page, which breaks down the whole process of these calls.

Chris, one of our engineers, took the call. He was “calm, attentive and explored every possible solution” according to customer feedback. He examined the issue over the video call, then arranged the fastest possible visit.

Typically, a visit might have been scheduled for the following day. But Slav, one of our field technicians, had a free slot due to a cancellation. He was able to attend the site later that same day, much to the customers relief. He assessed the unit, completed the repair and confirmed everything was working perfectly. The customer’s urgent problem was resolved in hours instead of days.

After the visit, Chris followed up with a call to check in with the customer, he offered additional support in the form of online resources and answered any lingering questions.

The customer was impressed by the speed, efficiency and attentiveness of the team, turning an urgent situation into an easy fix. They left us a five star review, and more importantly, was able to keep their workplace running smoothly.

This story exemplifies our approach to service. We listen, act as quickly as possible and take any opportunities to go above and beyond, until the customer is fully satisfied. It is a reminder that even when things go wrong, a skilled, responsive team can make a lasting positive impression.