mark.bitterlich(at)navy.m
Guest
|
 Posted: Thu Jan 27, 2011 8:50 am Post subject: Customer Service Example: "An Opinion" |
 |
|
An opinion:
There is power in numbers.
When a company builds a product to meet a niche market, they better be darn careful not to piss off the "niche". This list server has served many in gaining information about "how to do things" that otherwise would be much harder to obtain independently. This also filters down into not only what products to purchase, but also who to purchase them from as well. Long term support of an expensive item is just as important as how well it initially performs. The interaction between customer and seller goes a long LONG way as an indicator of the support you are going to get "down the road".
There is no defense to the wording used in that email. None. While "having a bad day" (Sorry Jill) might have indeed been the case, turning that around from a horror story into a long term friendship (as Jill noted) starts off with an apology and "let's start over again can we please?" If that is not forth-coming, then people like this need to be avoided, even if they appear to be selling a product that you might be interested in.
Honestly, if I ever considered this company and wanted to inquire about their product(s), I would actually bring this matter up to the attention of the person I was talking to and ask: "Did you folks ever work this out? Because this gent is a friend of mine, and it is important I know I am dealing with a professional organization." Listen to the response and then make up your own mind.
Caveat Emptor.
Mark Bitterlich
________________________________
From: owner-yak-list-server(at)matronics.com on behalf of Tim Gagnon
Sent: Wed 1/26/2011 8:10 PM
To: yak-list(at)matronics.com
Subject: Re: Subject: Customer Service Example
Bad day or not, that sort of interaction with a potential customer would be unacceptable if I ran a business. If I found out that an employee of mine sent a letter like that, they would be terminated and a letter of apology would be sent to the customer. When you type an e-mail, the filter has a lot more time to do its job than does the brain/mouth model.
While I do not know Alex's position with GT, I am a little surprised he would not apologize for his coworkers remarks. That too is very telling.
Back to the cave for me..
Read this topic online here:
http://forums.matronics.com/viewtopic.php?p=328624#328624
| | - The Matronics Yak-List Email Forum - | | | Use the List Feature Navigator to browse the many List utilities available such as the Email Subscriptions page, Archive Search & Download, 7-Day Browse, Chat, FAQ, Photoshare, and much more:
http://www.matronics.com/Navigator?Yak-List |
|
|
|
Get Email Distribution Too!
FAQ
Search
Memberlist
Usergroups
Register
Profile
Log in to check your private messages
Log in
