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Originally Posted by ferretuk
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...
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They obviously did not reroute his request otherwise he would have received a reply from the correct department.
Quote:
Originally Posted by ferretuk
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!
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No I said that no one is going to supply a customer with an actual corporate address which may then get posted online causing said persons inbox to be inundated with spurious request that probably have nothing to do with their job and would just be deleted in the same way you delete spam at home.
Quote:
Originally Posted by ferretuk
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"!!!
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All companies follow this route and if it is quicker to send a standard reply rather than correctly route how many will choose the quicker route, you already know that answer.