When sales reps or stores provide poor customer service, is it enough for you to receive e-mail apologies? If not, what would appease you?
It will depend on how poor the service was.
I think the question is what happened to create poor customer service. Is it the wrong person in the job? Are systems either in place and not working, or not in place at all to allow poor customer service?
If the situation is handled on the spot, generally good will can be regained and the customer can walk away happy, or at least satisfied that their issue was taken seriously and sorted out.
An email is easy to hide behind and doesn't allow for any dialogue. Also, the words can be misconstrued.
In this age of emails, text msgs and other non-personal ways of communicating, a simple apology face to face or over the phone will stand you apart from the rest.
As the business owner, I would suggest that the contact be made by you. If it's a large chain, then the most senior manager.
That's my opinion.
It's acceptable to me if the manager promises to investigate. However, no matter what kind of apologies, it will still deter me from going back to the same store.
I wrote a hub about one of my experiences.....
and the resulting Adsense revenue has more than appeased me
If it's just been a minor inconvenience then yes. If I've lost any money then I would hope to reimbursed!
As long as I'm not at a major loss or inconvenience, I'm not really concerned because I have bigger fish to fry.
by Shanna 11 years ago
Hi everyone, I’m going to keep this short and as non-dramatic as possible for your sakes. I just wanted to apologize for my behavior on the forums these past few days. I can make no excuse for the way I acted, other than to promise that it won’t happen again. I deserved my banning and accept full...
by marketingnotesja 13 years ago
What would make YOU stop doing business with a company?We are customers and we know exactly what we want. Because customers are always right [well most of the time], what could a company possibly do that would make you not want to continue being a customer?
by Greg Schweizer 7 years ago
Why does everyone expect an apology for something said?When somewhat outrageous things are said, why do people expect an apology? once something is said it is out there and an apology isn't going to change the way that person felt at the time. Especially the media will harp on those words even if...
by Sherry Hewins 11 years ago
They haven't been updated for over 24 hours now.
by JP Carlos 3 years ago
Many sales professionals especially the old schools ones often tell me that the customers are always right. Because of this, many of them simply bow down to what the customers want even if the request is illogical or even outside the company's policies.Customer service is not about spoiling...
by WaffleCheese 14 years ago
I just wanted people to say 'I'm sorry to me.' No one has made me mad,I just noticed those kinds of threads get a lot of attention.... Believe me, I was the kid in the back of the room begging for attention.
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