Quote:
Originally Posted by Peter_
As I said if they are doing emails they will reroute if they know how or return with a standard email advising of the correct route.
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Unfortunately not the case with the OP however as he just got an email back saying that he shouldn't have contacted Sales - No info to say the his request had been passed to an appropriate team or that he should contact Team XYZ...
Quote:
Originally Posted by Peter_
You very rarely get a personal email back as otherwise some fool will post it online causing that bit of personalisation to be stopped by the company otherwise the is the potential to be inundated with multiple email requests that you do not have time to deal with or even to forward onwards as that would take up to much time when they have other work to be done.
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Not sure what you're getting at here but the gist of it is "Customer requests get in the way of real work" but surely, for a Customer Service department, the 'real work' is answering queries in an efficient and accurate manner rather than fobbing off with a standard respose that not only doesn't answer the point raised, but actually suggests that the valuable time the customer put in writing down their query was wasted as the CS staff have just ignored it!
From your earlier reply:
Quote:
Originally Posted by Peter_
Also if an agent is just doing KANA emails they have targets to meet so may well just use the standard quick response.
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This just about sums up the contempt shown for Customer Service by many companies now - It's a numbers game. As long as you can show you've repied to X 100's of emails then you're doing your job. Where's the metrics that show whether the answer was helpful? Where's the metric that shows how many customers had to reply with a further message as their query wasn't answered first time round?
Sending a template reply is not "Customer Service"!!!