Clark Howard, a consumer advocate who runs or ran a radio show, talked about "customer no service."
When a customer complains, the organization should realize it may actually be their last chance to keep that customer and avoid being given bad reviews all over the Internet.
I had an incident with a telecommunication company that began by allowing my DSL service to remain down for five days (they misdiagnosed the problem), and charged me for a home technician visit even though the problem was not with my internal wiring. They then refused to remove the charge, with a supervisor essentially ignoring what I was telling him/her; they persisted even after I "made sure I got their name right," a warning most people would understand. The company did reverse the charges after a Better Business Bureau complaint, and then I had to tidy up the complaints I had meanwhile sent to the PA Attorney General and FTC. The bad review I posted remained online, although I did modify it to reflect the fact that they finally did reverse the charge although that did not change the fact that the problem happened in the first place. Isn't it so much easier to do the job right the first time???
Clark Howard, a consumer advocate who runs or ran a radio show, talked about "customer no service."
When a customer complains, the organization should realize it may actually be their last chance to keep that customer and avoid being given bad reviews all over the Internet.
I had an incident with a telecommunication company that began by allowing my DSL service to remain down for five days (they misdiagnosed the problem), and charged me for a home technician visit even though the problem was not with my internal wiring. They then refused to remove the charge, with a supervisor essentially ignoring what I was telling him/her; they persisted even after I "made sure I got their name right," a warning most people would understand. The company did reverse the charges after a Better Business Bureau complaint, and then I had to tidy up the complaints I had meanwhile sent to the PA Attorney General and FTC. The bad review I posted remained online, although I did modify it to reflect the fact that they finally did reverse the charge although that did not change the fact that the problem happened in the first place. Isn't it so much easier to do the job right the first time???