Great Customer Service provided by Melissa Corra

Below is a story of world class customer service provided by call center agent Melissa Corra. This goes to show even in a bad situation - good customer service will turn the situation around.

On December 18, 2008 I spoke to very nice customer named Lynn,she was calling a lawn and garden décor site. Lynn wanted to place a order for a Wishing Well.  She states that loves the web site and was excited to be sending this as a Christmas gift.   As a upsell, I let her know that we offer free ground shipping on order that are $199.00 and over.   She decided to also purchase the Turtle & Hare bath/Sundial. She thanked me for helping her get free shipping and that could not wait to see the items!  I gave her my extension just in case she had any questions.   
Lynn called back three times for order status since then. Escalations were placed for each time. On 12/29/08 she was sent a email stating that the manufacturer is currently out of stock, they expect new inventory the third week of January. The order will ship as soon as it becomes available.  She waited and called in on 01/22/09  for a order update.  A escalation was placed in the system.   I spoke to Lynn on 1/26/2009 when she called in,  I apologized and stated that the items should be in soon. I placed another  escalation to see if there was any updates since it was passed  the third week of January.   
Lynn continued to be extremely patient and called in on 02/05/09 and 02/11/09.  A escalation was placed again for her on both days, once by me.  From talking to her since December, I continued to go in to her account to see if there was any updates. Finally on 2/13/09 I saw that a email was sent to her. That we apologize however the manufacturer is still out of stock until the first week of March. The order will ship as soon as it becomes available in warehouse. Thank you for your patience. Lynn said that she was glad to have a update, however she was upset that it is taking so long to be sent out. Again she called in on 3/9/09, an  escalation  was sent again.  She still did not hear as to when the Christmas gift will be available and be shipped. On  3/20/09 I  sent a escalation in for her that notes from 2/13/09 show:  We apologize however the manufacturer is still out of stock until the first week of March. This will ship as soon as it becomes available in warehouse. Thank you for your patience.  However when I checked on the information in the order management system, it shows that the items were in stock. The Turtle&Hare Bath/Sundial  has 13 in stock and the Wishing Well has 8 in stock.  Can you please see when the order will be shipped.   On 03/23/09 I went back in the account to see if there were any updates from my last escalation and it showed that the item shipped.  I called Lynn to let her know that the item shipped.  She kept thanking for helping her with this order since December. She was so glad to be finally receiving the order. 
The next day Lynn called my line to let me know that the order was being shipped to her billing and not to her shipping address.  She was still extremely patient and nice.  It shows that UPS has listed the shipping as the home address to Crosby, TX 77532   The shipping should be going to Houston, TX 77077.   My supervisor helped me with fixing this error.  I called Lynn back to let her that if we are trying to get the address corrected.  If we are not able to get the address corrected, than we will gladly arrange to have it picked up and re-shipped to the Houston, TX address.   She stated not to worry about reshipping it. That she will take it to Houston.   Even though it took three months for her to receive the Christmas gift, it finally arrived. She was very understanding of the manufacturer not having the products available.