Tim Hortons's Customer Service Policies

“Never give up if you challenge that!” Whenever I should make a challenge, I chew over this remark. Thus, someone who has known about me well thinks I’m such a persevering girl. Nowadays, however, I almost lost my personality. That means I couldn’t get anything even though I knocked the door in order to talk to the head. Even so, I can’t give up!

Proceeding to the main issue, I determined to find out the customer service policies of Tim Hortons that is the most popular stores specializing in coffee in Canada. Before I decided Tim Hortons as my subject, I had been worried about the fact that clerks were sometimes rude for an international people. Basically, I wouldn’t go to Tim Hortons if there wasn’t the cheapest store. The employees usually didn’t take care of me like a coincidence whenever I went to Tim Hortons. That was the one of the reason that I was frightened of visiting to that store.

In spite of adverse conditions, I visited there in high spirits. Unfortunately, I couldn’t make an appointment with the manager because everyday she was busy truly. Waiting impatiently for her, I could meet the manager at last. While I was having a talk with her, I was able to change my fixed idea about Tim Hortons!

Above all, it’s the most fundamental principle I was interested in the customer service that all of Tim Hortons’s service focus on the customer. The employees who are working on Tim Hortons should bend their ear what the customer complains. Moreover, the employees don’t have to get offended against the customer even if the customer makes them angry. For instance, a customer who is working in the Rogers have bought a cup of coffee every in the morning. A few weeks ago, this customer visited the store in the afternoon. The moment the clerk wondered why the customer came here at that time. Coming in front of the clerk, he complained that this morning coffee was so hotter than before. For that reason, the coffee was spread on the seat of his car a little as soon as he tried to open that coffee’s cap having a seat in his own car. He persisted it was Tim Hortons’s fault. Accordingly, the manager followed him to his car and confirmed whether or not there was the coffee mark on the seat. Although she searched not only that seat but all around, there was nothing happen. She explained why they couldn’t reward for that complaining, however, he stuck to his guns to the end. Consequently, they ought to have paid 100 dollars for cleaning the seat of his car. Like this, they make efforts to be satisfied with the customer.

Secondly, the one thing of being interested in the customer policies is that they don’t refund for products the customer already bought, but can exchange to other things like coffee and donuts. If you want to refund the products as cups, not exchange, however, it’s possible to refund the money that is the same as the product. Besides, you can exchange something you bought even if you don’t have that receipt. That’s why they usually don’t give the receipt to the customer. Furthermore, you can exchange to other products in anyplace even if you buy some products in another store. Can you remember the commercial that is “always fresh”? According to this, there is the interesting policy that the employees have to throw out the coffee they brewed twenty minutes later.

In conclusion, the main character of Tim Hortons’s customer service policies depends on the behavior of the customer. According to that, they deal with various situations calmly. While I was listening to explain about the policies, I felt she was proud of her job as the manager. Then, I realized they exert themselves in order to offend the best service to the customer. Probably, this experience will be the unforgettable impression for me. I lovin’ it, Tim Hortons!