There’s a great, yet scary article by Toronto Star columnist Ellen Roseman. It tells of a couple who had to spend untold hours just trying to get a $710 rebate promised by Home Depot. It took Ellen’s personal intervention to get anything remotely looking like action from them – and even then, it fell far, far short of an appropriate customer service recovery response.
On the one hand, it is unfathomable that this organization can let this sort of thing happen. They are in a fiercely competitive market, and can’t afford to be so oblivious to their customers. On the other hand, it’s not surprising. It is a big organization, and as such is run by processes and policies instead of common sense and customer focus.
Despite what the consultants will tell you, bigger is not better, and this is just one more example of it.
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