Handling Customer FeedbackPosted by on March 15, 2010 at March 15, 2010 11:57 AM
There are companies known for great customer service - usually those are the ones that listen to their customers. Then there are those who get feedback but may not have processes in place to manage feedback. The following is an example of not only lacking customer communications processes but also an appropriate spokesperson.
A couple weeks ago, in a city just outside Minneapolis, a customer sent a complaint to a movie theater about her experience. It included a valid suggestion (to allow for purchase by credit/debit card or keep their ATM flush with cash) and a complaint about a staff disruption for the first 30 minutes of the movie. A great opportunity for the theater - consider changing their systems, offer an apology for the disruption and perhaps earn a customer for life. Unfortunately, the VP had no "inner monologue" and no real customer communication training.
The original email from the customer and the expletive-loaded response from the theater are on the Facebook page dedicated to boycotting the theater - there's also one supporting the VP. Note: if you're easily offended, don't read the email exchange.
Beyond the Star Tribune article about the incident, the story has become a Facebook hot spot.
Are you concerned about the chance of someone in your organization responding to a customer inappropriately? Do you have a process in place to manage (or solicit) customer feedback? What's the risk to your organization if customer communication breaks down?
My father always told me that the customer may not always be right, but the customer is always the customer (and deserves to be treated so).
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The icing on the irony cake is that the foul-mouthed spokesperson--the company's VP--is apparently the boss's son. Wouldn't you love to be privy to those family conversations?
Posted by: Devon Thomas Treadwell at March 15, 2010 12:55 PM
That could go either way - depends on the family. It may explain why he sent the message without considering the ramifications.
Posted by: Tony Morse ? at March 17, 2010 12:49 PM
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