Have you ever had a problem with a company/government agency?
Have you ever tried to write an email or phone in.
I usually find that there is no listed email, no phone number to contact (this stuff usually at bottom of web page) and when there is a phone number the phone gives roundabout information. There are no complaint lines. I think companies do that on purpose, so that you give up so they can't receive your complaint.
The people that you can reach, don't know how to answear your questions or provide decent customer service; they just stick to a set of preprogrammed answears, until you get frustrated with them. The best one I have seen is the mailing address. That used to be the way 30 years ago, now its the slow it down method or we never received your mail.
Another thing is the disjointment of the National company to the local company (eg a car company).
Another way to avoid and frustrate the customer is by the use of feedback forms with limited number of letters (usually under 100 letters or less) for a complaint. But there is usually a snail mail address....
Automated answearing machines with menus. Well where do you start with that one....But the best ones are the ones that say 'we have a large customer wait time..." The best ones are BC hydro and Shaw cable. Banks are on the same wave too with that, especially on the phone line, just to make an appointment. Its really amazing when you tell the bank employee you had a hard time connecting to make the appointment, so they give you their business card with their number and extension on it.... why wasn't that online?
But the most amazing thing is you need the internet connection to see the website to even get a start on how to contact the company... But the answear on the internet...you don't have access....
So if I were to sit on a jury where some guy/gal went postal, I would have to sympathize with that defendant....
Have you ever tried to write an email or phone in.
I usually find that there is no listed email, no phone number to contact (this stuff usually at bottom of web page) and when there is a phone number the phone gives roundabout information. There are no complaint lines. I think companies do that on purpose, so that you give up so they can't receive your complaint.
The people that you can reach, don't know how to answear your questions or provide decent customer service; they just stick to a set of preprogrammed answears, until you get frustrated with them. The best one I have seen is the mailing address. That used to be the way 30 years ago, now its the slow it down method or we never received your mail.
Another thing is the disjointment of the National company to the local company (eg a car company).
Another way to avoid and frustrate the customer is by the use of feedback forms with limited number of letters (usually under 100 letters or less) for a complaint. But there is usually a snail mail address....
Automated answearing machines with menus. Well where do you start with that one....But the best ones are the ones that say 'we have a large customer wait time..." The best ones are BC hydro and Shaw cable. Banks are on the same wave too with that, especially on the phone line, just to make an appointment. Its really amazing when you tell the bank employee you had a hard time connecting to make the appointment, so they give you their business card with their number and extension on it.... why wasn't that online?
But the most amazing thing is you need the internet connection to see the website to even get a start on how to contact the company... But the answear on the internet...you don't have access....
So if I were to sit on a jury where some guy/gal went postal, I would have to sympathize with that defendant....
