Monday, 19 December 2011

Highly suspicious…

So, I was really pleased with the customer service I got at a certain bank. So much so that I bunged a note of thanks, to the consultant, who helped me on the bank’s send a complaint/compliment page. I’m a great believer in people being recognized for doing good and that businesses need to acknowledge that and the fact that their staff are actual people and not just employee numbers. This is the written response I got back.

Dear Miss Jones

RE: Customer Relations Case CR-72891-1A

I am writing regarding your compliment registered with us.

I would like to thank you for providing your feedback regarding the service you received from Louise of the Cairns Branch. This email is to confirm that we have recorded your feedback and Louise’s manager has been notified.

If you have any questions about this email, or wish to provide additional information about your complaint, please contact me on 1800 XXX XXX, Monday to Friday 9:00am – 6:00pm (DLST) or at customerrelationswe’

Yours sincerely

Cheryl Cyber-Person

Hmmm…’additional information about your complaint?’ I was a tad concerned about Louise until she rang and thanked me for the compliment I put in and that no one ever says, let alone, puts a compliment in writing. Sad huh? We have generic emails back that automatically have the word ‘complaint’ in them and we’re quick to whinge and blame and we’re expected to. But thank someone? Highly suspicious.


anny cook said...

Exactly. Most restaurants over here now have a way to register a compliment with the company, if you've received exceptional service. When that happens, I try to do so, though I've never received any "feedback".