There doesn't seem to be a customer service bone in some companies this day. I sent a scathing letter to an airline after five consecutive trips where every trip was either delayed or canceled – Their response was that they didn’t have time to answer my letter because they have received so many complaints lately that they couldn’t respond to them all.
After the initial shock was a sense that the company was no longer interested in customer service. The text of the response was neither apologetic nor palliative. It was matter of fact with no promise to address issues in the future. It was a customer’s dead end.
I have to wonder where does Customer Service at this airline sits with Product Development and Marketing – Is Customer Service even present when the company is addressing service problems. My guess is no. The communication showed no interest in their product, no Product Manager that I know of would sent that letter; and no rational Marketing person would sent such a diminishing communication. Their customer service board must have been asleep at the wheel on this one.
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