“Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk away.”
I recently experienced not one, but three examples of appalling customer service from a major Australian retailer which has prompted me to reflect on what really is “customer service”. I ‘phoned 2 different stores and got the same result – the ‘phone was transferred through to the appropriate department until it rang out. I then ‘phoned head office to seek assistance and was transferred to one of the stores again and after waiting for at least 5 minutes, a counter staff member picked up. He was most embarrassed and offered to get the department to call me. I refused! I had had enough. My complaint via email to head office went unanswered.
Did that surprise you?
Recently I had a business colleague tell me the story of why, after 12…
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