How not to run customer services
Reading about how other companies have handled customer complaints can act as a catalyst for us to review our grievance procedures because the end result and how it is reached can, sometimes, turn an unhappy customer into a voluble ambassador for us.
And equally – if it isn’t handled properly – it can be extremely damaging.
This has always been the case – but in the past the ‘bad news’ didn’t spread as quickly or as far and wide as it does in this modern, technology-focused age. And maybe that’s why some less technologically-minded companies just don’t realise how important it is to get their act together.
If your customer services is not all it needs to be then you could be leaving yourself open to the bad news spreading fast on the Internet – as is happening to the company I read about in modernselling.com’s newsletter – in this particular case the company’s staff completely forgot to act as if ‘the customer is always right’. Read How not to run customer services (You’d think being a high-tech company they’d know better, wouldn’t you?)
What examples, both good and bad, do you have of how companies handled customer grievances? Use the comments link below to share your stories.
~ Carol Bentley
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11th September 2008 at 7:47 am
Hi Carol
I agree with you about the Co-Op Bank. We switched the business account via the FSB and have had no problems apart for their website going a bit wonky at times. Maybe I should switch my personal account there.
Thanks Carol and keep up the blog postings
Nigel
9th September 2008 at 2:00 pm
Nigel,
It’s awful when you change services (bank or otherwise) only to have problems like this.
We changed our business bank to the co-operative bank last year because of the free-banking offer they had for FSB (Federation of Small Businesses) members.
We had a few teething problems with the direct debits transfers (but we can’t honestly say it was their fault, could have been from the bank we were leaving). And we’ve had problems with the online banking website.
But I have to say the co-op bank’s customer service is absolutely BRILLIANT.
They were not in the least bit phased or upset about our complaints – which were mainly about the online system ((now sorted and working smoothly). And their people bent over backwards to get our concerns sorted AND took the trouble to follow up to make sure we were happy with the final outcome.
Frank
I think your experience rather connects with my post about ‘linking up’ your marketing activity (see post ‘Do you have a (marketing) leg to stand on’ dated 3 Sept). Making sure everyone in an organisation knows what is on offer – so everyone is connected – is fundamental really, isn’t it?
I use the Orange network – have done since my very first mobile phone which I took out in 1994 – still got the same number!
I did consider changing to Virgin a few years ago but Orange matched the deal so I stayed with them. Maybe I’ve been lucky ’cause I’ve had no problems at all.
I’ll keep fingers crossed that your future dealings are a bit better for you.
Carol
9th September 2008 at 1:28 pm
Had a bad experience signing up with VirginMedia recently.
They’re gushing all over you while they take your money, but when I called back to clarify part of a service I was getting, it soon got very bad.
They were stumped when I tried to explain the service they show on their website was different to what they had sold me. When I asked them to look at their website to check the details, I was told they didn’t have access to their own website and didn’t know what was on it!
I was left hanging on the phone for ages, then it was cut off.
As I tried to explain my frustrations to two other ‘customer service agents’, they hung up on me (thank you ‘Marcus’ and ‘Jerry’).
My system is now installed, but I’m dreading my first bill and any ongoing service issues if it’s not right.
9th September 2008 at 1:06 pm
Hi Carol
Had a similar problem recently with The Alliance & Leicester bank. The were fine 18 months ago when we moved from First Direct (because I objected to the £10 a month charge, even though we wouldn’t have been charged) but now have a “To find out your balance press 1 to ….” and no option to speak to someone. And you need a telephone banking pin, which I don’t have. After 2 hours I found a number where you can use your internet pin to speak to someone. Truely dreadful and we will be moving back to First Direct having learned that it’s worth paying so that you can speak to someone when you need to.
Regards
Nigel