" The test of any company is how they respond to a complaint. Anyone can choose an off the shelf letter number to be sent in response. It takes commitment to customer service to engage with a customer and actually respond to their complaint." -- Mark Fletcher
Have you ever sent a complain to a company via email and received some phony response back that didn't even address you complaint? This is what happened to Mark Fletcher over at The Tower Blog recently when he emailed Virgin Blue regarding an experience with their service and added even more to his frusteration with them.
Customers aren't stupid. They can read between the lines. A response with a sincere apology is all it takes. Hey, why not just take five minutes and pick up the phone to speak with the customer to apologize? Is it that hard?
» Goodman on complaints from Customer Service Reader
Notes from Basic Facts on Customer Complaint BehaviorJohn Goodman 50% of consumers will complain about a problem to a front line person. If this person is an employee of a distributor or retailer, the chances are high that the problem [Read More]
Tracked on: March 23, 2006 4:33 PM | Permalink to Trackback