Going the Extra Mile — Even for Non-Customers
Tis the season for holiday cheer, twinkling lights, and gifts under the Christmas tree. With it being peak season for shopping, many businesses are processing more orders. And with more orders comes more customer queries.
At AdvantageCS, customer care isn’t just something we do; it’s part of who we are. Every request that comes across our desks gets thoughtful attention, whether it’s from one of our clients or, occasionally, someone who’s contacted the wrong company entirely. Recently, we had two memorable messages that gave our team a chance to show just how far we’re willing to go to help.
The first was an email from a distressed woman whose cat had taken ill after eating some questionable cat food. She was upset and looking to lodge a complaint. While we do pride ourselves on delivering dependable solutions, pet food isn’t one of our offerings. A quick review revealed that she meant to contact a cat food distributor with a name that sounds similar to AdvantageCS. The second interesting inquiry was a voicemail from a concerned couple who had lost their credit card. They were frantically trying to reach someone at Members Advantage. Again, not us.
In both cases, it would have been easy to simply delete the messages or send a brief “wrong company” reply. But that’s not how our Support team operates. Our analysts took the time to respond to each sender personally. They kindly explained that they had reached the wrong company and then went a step further, researching and providing the correct contact information, including email addresses and customer service phone numbers, to help each person get the support they actually needed.
We didn’t do it for recognition or thanks. We did it because caring for people, whether they’re AdvantageCS clients or not, is part of our culture. We believe in service that sees the person behind the problem and strives to make things a little better – even when it’s not our issue to solve. This mindset drives how we support our own clients every day, and sometimes, it benefits a cat owner or a stranded traveler along the way.