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"How can money be the root of all evil, when shopping is the cure for all sadness..." Elizabeth Taylor

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Blog posts tagged in Undelivered promises

Posted by on in Customer Service
Telling Customers NOT to Complain

Complaint handling that discourages customers from speaking up includes all or some ofthese reactions:

  • apologies and nothing more
  • rejection
  • promises that aren't delivered
  • no response at all
  • rude treatment
  • being passed on to someone else
  • avoiding personal responsibility
  • nonverbal rejection
  • customer interview, or
  • customer interrogation

Apologies and Nothing More
A customer walks into a restaurant and leans against a freshly painted wall, leaving a paint smear on his coat.  All the staff members he talks to say they are sorry but there is no attempt to fix the situation.  "I'm sorry, but there's nothing I can do."  The customer says, "They're very good at saying 'I'm sorry' but they don't do anything.  'Sorry' isn't good enough.

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