Customer Lip Service: Scripted Responses, Broken Promises and Other Bad Ideas

Posted by globalcopywrite under Customer Service
From http://www.globalcopywriting.com 5251 days ago
Made Hot by: maplesummit on June 21, 2010 6:09 pm

Make no mistake, this is a tale of woe. I’m dumping a long-term service provider for one reason. Their customer service pushed me over the edge.

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Comments

Written by alinisrael
5250 days ago

Sarah, Great and rather unfortunate story.

Alan

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Written by globalcopywrite
5250 days ago

Thank you, Alan. Since I wrote this post, I'm hearing from a lot of people that have experienced the same thing.

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Written by ajayjoya
5251 days ago

automated responses are not good for a business, it may put down your service quality and image of your business between customers.

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Written by globalcopywrite
5250 days ago

Hi Ajay,

I think the thing that annoyed me ever more was that the responses were pre-scripted using cut/paste to construct them. I suppose the intent to build empathy with the client was good but the execution was very poor. It's another example of the importance of building relationships in all your business dealings.

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Written by amabaie
5251 days ago

18 days just to get a call! Wow!

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Written by globalcopywrite
5251 days ago

I did get a call on Day 13 but it was at 6:45 am and I was walking out the door. They returned the call at 2:23 in the morning. I guess that was there tactic to making sure I was home. However, it failed to impress me. :0(

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Written by yoni67
5251 days ago

Sarah,

Great article which speaks volumes on the need for personalization and individualized attention. I bought a "registry cleaner" which is supposed to make a computer run faster. It didn't...ever! I wrote to the company for months expressing my dismay. All I ever got were form emails saying "We are pleased that you are satisfied with our product." I have visited numerous forums discussing this company. This is apparently their standard and ONLY response.

Yoni

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Written by globalcopywrite
5251 days ago

Hi Yoni, I guess that's the ultimate in head-in-the-sand approach to customer service. Unfortunately, I know exactly whom you're speaking about. I've had the same problem. Thanks for your kind words.

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Written by m4bmarketing
5251 days ago

Hi Sarah,

I agree with you that it appeared that no one owned the problem. It also appears they did not have a system in place to give to customer service that listed the problem and solution. If they had then your problem should have been solved in a short time.

Susan

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Written by globalcopywrite
5251 days ago

That's the thing that was most frustrating, Susan. The problem probably wasn't that difficult to solve but their veneer of service prevented anything from happening.

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