Customer service from Sainsbury’s goes viral on Facebook

31/01/2012

In an example of how good customer service can pay dividends, Sainsbury’s response to a three-years old’s letter about renaming Tiger Bread has gone viral. Lily Robinson, who is "age three and a half" wrote to Sainsbury's last May, even drawing a picture of her imaginary dog Beaky at the bottom.

"Dear Sainsssssssssssssssssssbbbbbbbbbbbburyyys, Why is tiger bread c/alled tiger bread?" It should be c/alled giraffe bread. Love from Lily Robinson age 3 1/2"

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The letter, addressed to Sainsbury's Supermarkets, reached the customer service department, from where employee Chris King responded:

"Thanks so much for your letter. 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?"

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King then explains the reason behind naming the bread so was because the first baker who made it a "looong time ago thought it looked stripey like a tiger. Maybe they were a bit silly."

King encloses a £3 gift card for the store and signs the letter "Chris King (age 27 & 1/3).

Despite being more than seven months old, the story has been resurrected and has had more than 14,000 ‘shares’ on Facebook in recent days.

A spokesperson for Sainsbury's said although the store receives numerous letters, it was the only one to go viral "to such a great extent".

"We take all our customers' feedback very seriously but our employees can have some fun occasionally."

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