To Whom this may concern:
I am writing to you concerning a "customer service" rep of yours. If I
remember right, he's Harold Fox from the UK. What he said to my grieving friend
this weekend is a firing offense in my company (and throughout most of the US).
Yes, my friend is still grieving significant losses in her life. Yes, the
same can be said of us all at times. Yes, she should have cooled off before
writing to you (although her complaints are valid and the new interface is at
least one step backwards from the previous one). Yes, she was wrong to lash out
at you, the unwitting straw that broke the camel's back.
But Mr Fox was far more wrong to reply in kind. As we business people know,
it is never ok for us to lash out at our customers no matter how much we may
want to.
If he was my employee, he would no longer be my employee, no ifs, ands, or
buts about it. Then again, maybe you do business differently and in your
respective countries, and it's ok for anyone associated with your company to
lash out at your frustrated customers? I certainly hope that is not the case.
I do apologize on behalf of my friend, but felt that you need to know that
you have someone answering your "customer service" emails who is attacking your
customers whenever he feels it's ok for him to do so. I hope you realize that
his doing so is causing far more harm than good.
Sincerely,
Susan Moore for "[EMAIL PROTECTED]"
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