What staggers me most is the attitude of infallibility. Most companies would apologise for any inconvenience and move on.
The way it appears to me, it IS a training issue, that is what is so ironic about this. I would go into a spin if my staff handled failed sales in an accustory manner. You must accept customer perceptions as valid, and then reconcile those with expectations. You have to be **sincere** at accepting the customers perceptions with a view to improving your own systems. There should be a clear escalation process with more senior people progressively involved. I my case I was passed back down and effectively given a directive to argue it out with a technician. This in itself is just appalling. I have just been dealing with Hewlett Packard over a faulty laptop computer, and they are brilliant at customer relations. They explain their own process clearly so that expectations are clear, they check with customers to make sure that these are understood, they log things properly, and they follow up their own processes with the customer. I logged a fault with my laptop, I was directed to an excellent software support team who always explained why they were asking a question before they asked it, and then they passed me successfully on to hardware support, and fed me into a hardware support process, which in fact is contracted out. All of thins went on over several weeks without missing a beat. They warn you they use calls for training, and I would bet that that is exactly what they do. Kudos to Hewlett Packard. On Tue, 17 Nov 2009 17:58:15 +1300, "Karl" <[email protected]> wrote: > The recording itself may or may not be admissible... > > ...but a written transcription is usually quite legal evidence. > > <arsecovering> This should in no way be taken as legal advice, but only as > a common-sense opinion </arsecovering> > > > > *********** REPLY SEPARATOR *********** > > On 17/11/2009 at 1:16 p.m. Phill Coxon wrote: > >>If that ever happens (it hasn't yet) I'll let my lawyer figure out >>whether the call can be used as evidence. >>At the very least being able to quote back exactly what was said in a >>past discussion "word for word" can be very useful. > > > > > > --- > Karl > Senior Account Manager > www.KIWIreviews.co.nz ... Where Your Views Count > Please consider the environment before printing this email. -- NZ PHP Users Group: http://groups.google.com/group/nzphpug To post, send email to [email protected] To unsubscribe, send email to [email protected]
