Maybe for customer service!
Jul 9, 2008 Sarah's Blog
I was reading a post by Larissa, “spokester” for Young & Free Alberta, on her Y&F blog. In her post Save money with Snail Mail, she talks about the power of snail mail when dissapointed with a product and/or company:
“Letter writing seems like a rarity these days. Stamps and envelopes often fail to compete with IMs, text messages, and e-mails. Despite this, letter writing remains one of the strongest methods of communication (especially when it comes to product complaints).
Through personal experience, many have found that contacting a company via phone or e-mail to lodge a complaint usually only merits a brief apology, whereas contacting a company via snail mail often leads to a sincere apology and an attempt at a solution."
Reading her post made me think back to a meeting I had earlier today with our Call Center. Did you know that even if you may request to be contacted via phone or snail mail on our Contact Us pages the Call Center sends you an email no matter what? Well, 98% of the time. Who knew?! If you send an email, even if it is a complaint, odds are you will receive an email back even if you asked for a phone call.
I wonder how our Call Centers handle written complaints? I’m sure not with a canned response in an email!
Why is it that the conveniences of technology seem to sometimes lower the level of support available to the customer? (I’m not saying that for our Call Centers specifically - I’m talking about customer service in general.) Why is it that the customer that takes the effort to write a complaint letter vs. writing an email gets a more sincere response? Any thoughts?
