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Moments of Magic

We love to hear stories about the moments of magic that great customer service can create, so we thought we would share with you some real-life heart-warming customer experiences. Enjoy!

  1. When a three year old wrote to Sainsbury’s saying “Why is tiger bread called tiger bread? It should be called giraffe bread. From Lily Robinson, age 3 and 1/2” she had a great response from Customer Service representative Chris King. He sent her a gift card with a kind and funny letter saying, “I think renaming tiger bread, giraffe bread is a brilliant idea—it looks much more like the blotches on a giraffe than the stripes on a tiger doesn’t it? It’s called tiger bread because the first baker who made it a looong time ago thought it looked stripey like a tiger. Maybe they were a bit silly.


A small moment of magic for Lily and her family – but Sainsbury’s took it one step further by actually changing the name of the bread, honouring the great work of their employee and showing how seriously they take customer feedback.

  1. Ben Carter, aged 14, has severe Autism and would only drink from a very specific cup, which he had used for many years. Without this cup, he would refuse any liquid, even to the point of dehydration. The cup was starting to fall apart, and the model had been discontinued by the makers, Tommee Tippee.

Ben’s father took to the internet to see if anyone had a replacement. He had many offers from around the world, but the most striking response was from the manufacturers. They had searched their factories world-wide to find a copy of the original mould for the cup, and they put on a limited production run of 500 new cups, which they are sending to Ben in batches, so he need never run out. Not just a moment, but also a lifetime of magic for Ben and his family and an outstandingly, caring response from the company.

  1. When the customer service team at Argos got a tweet from someone calling himself ‘Badman’ and asking when it was getting some more ‘ps4 tings’ in Moss Side, Manchester and complaining about a ‘wasteman with bare attitude’ who he spoke to in-store, they could have responded in normal dry corporate fashion. Instead, the representative who picked up the tweet responded in kind, as follows: “Safe badman, we gettin sum more PS4 tings in wivin da next week y'get me. Soz bout da attitude, probz avin a bad day yo.”

Needless to say, the tweet went viral, proving that Argos empowers its employees to give great, human-to-human customer service. Badman thinks Argos is ‘safe’ too.

  1. Seven-year-old Luka Apps spent his Christmas money on a set of martial-arts themed LEGO that included a minifigure called Jay ZX. He didn’t listen to his dad and took the toy to the supermarket with him, where he duly lost it. On his dad’s advice, he wrote to LEGO to see if they could replace the figure, and he promised not to take it to the shops again if they did.

Richard from LEGO wrote back to the youngster “We are very sorry to hear about you losing your Jay mini-figure but it sounds like your dad might have been right about leaving it at home. It sounds like you are very sad about it too.  My bosses told me I could not send you one out for free because you lost it but, I decided that I would put a call into Sensei Wu to see if he could help me. Luka, I told Sensei Wu that losing your Jay minifigure was purely an accident and that you would never ever ever let it happen ever again. He told me to tell you, ‘Luka, your father seems like a very wise man. You must always protect your Ninjago minifigures like the dragons protect the Weapons of Spinjitzu!’”

He sent him a new Jay ZX as well as some other figures and ‘a bad guy for him to fight’, showing that the magic of LEGO is alive for their employees, as well as for their customers.

We hope you’ve enjoyed these stories. For some moments of field-service magic, check out our digital guide. Digital guide to flawless field service


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