Reply to post: Re: Hate to say this, but....

East Midlands network-sniffer wails: Openreach, fix my outage-ridden line

Anonymous Coward
Anonymous Coward

Re: Hate to say this, but....

50p says it wasn't actually him...

I'd agree, but who cares it it works. The sad thing is that these companies don't see any value in "service recovery", by which I mean handling a complaint well. Bad stuff happens, that's the way of the world. But how you respond to that is what defines a customer's experience.

I work for a large customer service experience, and my boss's PA has to take part in the duty rota for CEO complaint handling. It is done very well. But the organisation doesn't manage to see that if people didn't need to escalate complaints to the CEO, then they'd have a lot happier outcomes. In fact, I'm trying to get a process change to handle long standing complaints that'll save us £1.5m of external costs. As you can imagine, there's no traction

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