Make no mistake, this is a tale of woe. I’m dumping a long-term service provider for one reason. Their customer service pushed me over the edge.
Customer Lip Service: Scripted Responses, Broken Promises and Other Bad Ideas
Posted by globalcopywrite under Customer ServiceFrom http://www.globalcopywriting.com 5073 days ago
Made Hot by: maplesummit on June 21, 2010 6:09 pm
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Comments
5072 days ago
Alan
5072 days ago
5073 days ago
5072 days ago
I think the thing that annoyed me ever more was that the responses were pre-scripted using cut/paste to construct them. I suppose the intent to build empathy with the client was good but the execution was very poor. It's another example of the importance of building relationships in all your business dealings.
5073 days ago
5073 days ago
5073 days ago
Great article which speaks volumes on the need for personalization and individualized attention. I bought a "registry cleaner" which is supposed to make a computer run faster. It didn't...ever! I wrote to the company for months expressing my dismay. All I ever got were form emails saying "We are pleased that you are satisfied with our product." I have visited numerous forums discussing this company. This is apparently their standard and ONLY response.
Yoni
5073 days ago
5073 days ago
I agree with you that it appeared that no one owned the problem. It also appears they did not have a system in place to give to customer service that listed the problem and solution. If they had then your problem should have been solved in a short time.
Susan
5073 days ago