TO: Customer Service Manager, specialists of Customer Service Department, regional offices with their own customer service departments
SUBJECT: Customer complaint: processing, response and prevention
I’d like to look into the complaint received from Elinor Mills which followed by her refusal to receive services from our company.
The complaint was received by phone. According to the words of our former customer she filed that complaint for a number of times because she was constantly charged for the service (land phone) which she didn’t use though it was included in her package. But the bill issue was what initiated the ultimate complaint. What made Elinor stop cooperating with our company was that she wasn’t provided the very type of service package she needed, i.e. DSL only without land phone line, though DSL Direct was offered in Ms Mills’ area since 2006 and she had become our customer in 2007. She didn’t even know that it was possible until the complaint. The customer claimed the repay in amount of $600 referring to the fact that she was charged for the service which she almost didn’t use. Elinor also mentioned that she managed to get a definite and clear answer as well as proper apology only from a spokeswoman of company and that she was able to reach only due to her reporter status.
I see couple of issues which should be paid attention to as well as couple of lessons we need to learn from this situation. First of all, the specialists of the customer service department need to be educated how the conversation with the customers should be held. These specialists need to know at least the basics of effective communication such as introducing yourself in the beginning of the conversation.
The representatives of any customer service department need to know that they do have to advertise all the services and should help the customer to find the best option. They should also be ready to react timely and...
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