bil smith wrote: > 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]" Dear Susan
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