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.
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