| |
Can You Top This?
Listed below are outrageous examples of poor or
simply outstanding complaint handling. It is TMI's
intention that each one of these examples will increase
your personal understanding of how to improve your own
complaint handling.
 OVERSELLING
SERVICE
Tom S. purchased a $300 modem from a well-known
California store. It was about twice the discount catalog
price, but the salesman told Tom he would provide good
follow-up service. When some questions arose, our reader
returned to the salesman and was told: "Sorry we
can't help you. You'll have to call the
manufacturer." So, Tom reminded him what he had said
just two days earlier. The salesman replied that he
really did mean to help, but he couldn't do anything
about this particular situation. Tom was forced to call
the manufacturer, and after a considerable run around,
they gave him some advice.
 How could
this have been handled better? The salesman could have
offered to call for Tom. The end result is that Tom is
convinced that it is not a good idea to buy from this
retailer--buying the same product from a cut-rate catalog
seller would have been smarter.
| We invite you
to submit your "best" examples by fax
or e-mail. We won't print any
company names with the "poor" examples,
because we believe that every organization fails
from time to time. We will give credit to
companies delighting their customers. In the case
of the "poor" examples, we'll comment
on how we think this situation could have been
handled better. If you want us to list your name,
please tell us that is what you want to do. |
Go to A
Complaint Is a Gift Training Program
Go to A
Complaint Is a Gift Book
|
