The Top 10 Best Customer Service Stories from 2025
We are excited to announce the Top 10 Customer Service Stories from 2025!
Every year, Belding Training collects hundreds of examples of outstanding customer service from around the world. We use these as reference points to highlight customer service skills in our customer service training programs, and for real-life examples in our CX consulting practice.
Fifteen years ago, we began curating an annual “top ten” list of awesome customer experiences. We decided early on not to restrict this top 10 list to just over-the-top, “Wow” experiences. Instead, we wanted to highlight people making a meaningful difference — caring about customers, being good at what they do, and doing the right things instead of the easy things.
These are the foundations of customer trust, and the things that ultimately create outstanding customer experiences.
I hope you find these top 10 customer service stories as interesting, useful, and inspirational as I do. Happy reading!
Shaun Belding
Customer Service Story #10
Custodian Creates a Magical Experience
Customer service is too often defined in terms of a quid-pro-quo transactional relationship. This is a great example of outstanding customer service in a broader sense.
A conversation with two students of West Central Area South Elementary school in Kensington, Minnesota motivated Mark Olson to spread some joy during the holiday season.
The custodian now spends his entire Thanksgiving break transforming the halls with lights, garland and ornaments purchased by him and his wife.
Wow.
Customer Service Story #9
Costco Employee Turns a Bad Day Into an Awesome Experience
It’s every parent’s nightmare. Heading back to the car in a Costco parking lot, in 100+ degree heat, trying to find your keys while juggling bags, a stroller, a drink, and young children. Then the stroller – and everything else – tips over. Eek
Fortunately for Krista, Adam, an employee at the Queen Creek Costco, saw what had happened and sprinted over to help. Before the overwhelmed mom knew it, everything was back to the way it should be. Adam even sprinted back to get her a fresh drink.
What makes this such a great story is a young man who instinctively chose to do the right thing in a situation that many people might have just stood back and recorded it on their phones. Kudos to Adam for creating a moment a parent will never forget!
Customer Service Story #8
Ice Cream to The Rescue
This is the first of two Burger King customer service stories – from Amarillo, Texas, and quite literally a life-changing experience.
When employee Tina Hardy heard the drive-thru customer struggling to place a simple order, and mention the word ‘diabetic,’ she instantly recognized the situation. She also knew that every second mattered.
She quickly filled a cup with a small amount of ice cream, knowing that it would be the fastest way to end the potentially dangerous hypoglycemic episode, and ran it outside to Rebecca Boeing. Then she kept an eye on the customer until she knew things were okay.
Competence, and quick action resulted in an experience Ms. Boeing will treasure for a lifetime.
Customer Service Story #7
Ring of Honour For Big W
Leah O’Connor was at the checkout in a Brookside, Queensland Big W store when she saw, to her horror, that the diamond in her solitaire engagement ring was no longer there.
Big W employee, Alex, did more than just empathize. She scoured the store on her hands and knees helping to look for it (For those who have never been to Australia – Big W are big stores!). Alex eventually found it, and made Leah’s day.
I don’t know for certain, but I suspect that ‘crawling around the floor looking for customers’ stuff’ is not in Big W’s job descriptions. But Alex was clearly motivated to do the right thing – and that’s what customer service is all about!
Customer Service Story #6
A Serving of Shrimp WOW
This Shrimp Basket Restaurant in Pensacola, Florida is a case study in appreciating loyal customers.
For 10 years, Charlie Hicks had lunch and dinner, every day, in the restaurant. When he didn’t show up for a few days the staff noticed, and chef Danell Stalworth took it upon himself to drive to Charlie’s apartment for a wellness check. He wasn’t well.
What Danell and the rest of the team did afterword was epic.
CUSTOMER SERVICE STORY #5
When The Going Gets Tough, Mykale Gets Going
Burger King made our 2025 top 10 Best Customer Service Stories twice. Number 5 on the list is about an 18-year-old from Hoschton, Georgia who instinctively understands both external and internal customer service.
Many people, after graduating from high school, celebrate with a nice meal. Mykale Baker had intended to do that too – at the Burger King where he worked. But when he saw how slammed it was, he jumped behind the counter – still wearing his cap and gown – to help his overwhelmed coworkers.
Wow – who wouldn’t want to work with this guy – or be served by him?
CUSTOMER SERVICE STORY #4
Passport to an Outstanding Customer Experience
Kam & Tim Bowles were sitting in an airplane headed to Cape Town to begin a cruise – then discovered one of their passports was missing. If it couldn’t be found, they would have to cancel their trip of a lifetime.
The crew triggered a massive search. When all seemed lost, Kam and Tim disembarked – only be chased down by a Delta employee letting them know that the passport had been found.
Most people don’t realize the intense workload flight crews have in preparation for these long flights. That so many gave up so much time to ensure a great passenger experience is truly ‘above and beyond.’
CUSTOMER SERVICE STORY #3
An Experience of a Lifetime
The legendary Dale Carnegie once wrote: “A man who is genuinely interested in other people is never dull. Neither is he ever lonely.” It’s true -which is why being genuinely interested in others is a cornerstone of customer service.
The #3 Customer Service Story from 2025 illustrates this beautifully.
For over a year, 10-year-old fifth grader, Sam Mencimer rode the DC Metro bus driven by Joy Kenley. He had questions. Many questions. Joy answered all of them – then took it to another level.
It would be ten years before she learned exactly how much of a difference she made to a young boy’s life.
CUSTOMER SERVICE STORY #2
Happiness is an Inside Job
*NOTE: Don’t miss the video!
The next time you’re in New York City one of the sights that needs to be on your list is the 86th Street Subway station. More specifically, MTA worker Rodney Smith who works mornings at the 86th Street station.
Rodney is a genuine inspiration – making a difference in Manhattan commuters’ lives every day – and the commuters love to see him.
“Happiness,” he says, “is an inside job – because it’s all on you. It’s up to you to decide if you’re going to be happy – no matter what you’re going through in your life.” He spreads kindness because people should “sprinkle that stuff all over. Kindness is free.”
When I start my own subway station, Rodney is going to be the first person I hire.
AND THE #1 CUSTOMER SERVICE STORY OF 2025 is:
USPS Delivering Awesome Experiences
The United States Postal Service delivers zillions of mail and packages each day – so it’s not surprising that they have a few great ones. What did take me by surprise, however, is that they have a “Heroes Archive” and a web page dedicated to celebrating outstanding services provided by their team. It is clear that customer experience is a priority for the organization.
Honestly, there were too many fantastic stories to objectively choose just one – so you’ll have to visit the web page to choose for yourself.
For the record, I think my favourite is the one about route driver James Gray chasing a runaway postal truck on foot, catching it, stopping it, then tending to a coworker in the middle of a heart attack. That is NOT an average delivery man story!
*Honorable Mention*
Pizza With an Extra Slice of Caring
This one didn’t make the top 10 customer service stories of 2025, but I loved it for its simplicity. Not much I can add to this simple but powerful example of outstanding customer service. When the pizza delivery guy knows you’re sick, and just brings your garbage cans back in, it kind of reaffirms your hope for humanity
