Quote:
Originally Posted by Peter_
They obviously did not reroute his request otherwise he would have received a reply from the correct department.  |
You said that the correct response would have been to re-route or reply with suitable guidance - I was pointing out that this did not happen,,,
Quote:
Originally Posted by Peter_
No I said that no one is going to supply a customer with an actual corporate address
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No you didn't, you said "You very rarely get a personal email back" not "You very rarely get a personal email
address back" The missing word changes the meaning considerably!
Quote:
Originally Posted by Peter_
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.
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What's the point of sending a standard reply that doesn't actually answer the question or is helpful in any way?
If you genuinely believe that Customer Service has reached a high point by replying with meaningless responses and, in the case of VM, taking several days to do so, then no wonder there's such a gulf between a customer's perception of "Good service" and that of Corporate Land...
---------- Post added at 18:54 ---------- Previous post was at 18:46 ----------
Quote:
Originally Posted by th'engineer
with all large companies they have to follow processes that's how they all operate so you get a consistent approach . Each part of the business has specialist in each area no good asking billing about a cable modem problem. They probably will not have the answer for you.
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Asolutley agree but the onus should not be on the customer to get it right or "we're not talking to you".
Generally speaking, there will be two type of customer contact:
a) A current customer with a grievance or complaint
b) A current or new customer wanting to change their service
In both cases if a customer takes the trouble to put pen to paper (in a virtual sense) they both deserve and expect an appropriate response. If a company makes it difficult to determine which department should be contacted then it's the company's responsibility to either make it clearer or deal with the enquiry accordingly.
The eventual outcome of both type of query, if handled well, results in either increased or continued income. If handled badly may well result in lost income...