Make Marketing History

The views of a marketing deviant.

Thursday, May 07, 2009

A Nonsense Of Customer Service Urgency.


We confirm receipt of your letter addressed to the Managing Director who has referred the matter for our urgent attention.

A member of our customer service team will get back to you within ten working days.


Can you spot the dissonance between the words and the promised action? It's not what you say that counts, it's what you do.

The speed of resolution isn't really that important either. After all, some problems are more complex than others. Thoroughness is good, but applying an arbitrary ten day response is not only daft, it's impersonal.

Will I be happy in ten days time. Who knows? Am I happy that it will take ten days before I get a clue of what they're thinking of doing? What do you think? The speed that matters is the speed with which you inform the customer what you're doing and not merely that you're doing something.

1 Comments:

Anonymous Kat said...

You will be happy soon I hope! We're the 14th already. ;)

11:55 AM, May 14, 2009  

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