October 29, 2002

PHONE CALL TO NESTLE'
RE: TASTER'S CHOICE

Actual correspondence, by Bob Sassone

TC: Thank you for calling Taster's Choice, this is XXX, how may I help you?
Me: Yes, I think my coffee isn't that fresh. Is the little button supposed to pop-up when you open it?
TC: Yes, it should pop-up.
Me: Mine didn't pop-up.

[Customer rep asks several questions, gets my address, and promises to send me coupons for my trouble. She also advises me not to use the coffee.]

Here is the response they sent. Take special note of who it is addressed to. That's not a typo. Should I wear my hair differently or maybe talk about football and power tools more? (I also appreciate that they assume I have high standards for taste, quality, nutrition, and enjoyment - "the very best." I don't even drink coffee.

Ms. Bob Sassone
XXXXX XX
XXXXXX, MA

Dear Ms. Sassone,

Thank you for contacting us about TASTER'S CHOICE Instant Coffee. We appreciate that you took the time to let us know about your experience. Your feedback plays an integral role in our ongoing efforts to further improve our products and services.

Our goal at Nestle is to provide the highest quality products, and we would like to assure you that we have reported your comments to our Quality Assurance department so they can investigate this matter further. We are committed to providing you with products that live up to your high standards for taste, quality, nutrition and enjoyment - in short, "the very best."

Please accept our apologies for any incovenience this has caused you. In appreciation of your loyalty, we hope that you will accept the enclosed for your future purchases. Should you have additional questions or comments, please do not hesitate to contact us at 1-800-XXX-XXXX, Monday-Friday, 8:00 a.m. to 8:00 p.m. Eastern Time.

Sincerely,

Kim XXXXXXXX
Consumer Response Representative

(Result: Two coupons, one for 50 cents off a jar of Taster's Choice, and one for a free jar - value up to $11.90!)

Go back to Professor Barnhardt's Journal