Customer service, a pricey sandwich and the smiley dinosaur

I love this true story which has emerged recently about a customer service response by the team at Marks & Spencer…

Here is the source of the customer service case study.

The story starts with an over-priced sandwich. The sarnie should have been scanned at £1.90 but the customer was instead charged £3.00. A request for a refund led to a promise from M&S to send a gift card…which didn’t arrive. The follow-up request was somewhat unusual:

“For the inconvienence, I would also like a hand-drawn picture of a smiley dinosaur to be included with the gift card. I trust you will be able to comply with this request.”

What did the customer get?

Love it! Great customer service. Cute dinosaur too.