CX HEROES & VILLAINS
I am a big fan of Helen Dewdney, the “Cow” in my heading. In fact, she is a delightful, funny and fair, but committed consumer champion, who helps companies get their complaint handling right and consumers in their battles when unfairly treated.
Helen posted this story and received many interesting comments and, clearly, it fits in with my H&V series.
The companies were featured on the TV programme recently, but they will not be the only offenders.
The programme featured an investigation into companies that appear to deliberately make it difficult for customers to contact them.
It showed people not being able to get through on LiveChat or being cut off on phone calls. Some companies refused to provide email addresses.
More companies are doing this as customers are learning how to complain effectively and that to take complaint to the next stage, say an Omsbudsman or a Court, you need written evidence to prove your case.
One viewer said he was 167th in line on the queue for a webchat and after waiting for an hour, it all disappeared and he had to start again.
One Curry’s caller waited FIVE hours and another.
Helen adds that it is short sighted for companies to behave in this manner. In general customers do not mind when a company makes a mistake but it is how they deal with it that matters. If they make it difficult to complain, this will be passed onto other customers and the original customer is likely to stop using the company’s services.
Extracts from some of the dozens of responses:
“Booked flights that were cancelled. Airline insists I cannot go to them direct but must do so through agent. Agent is impossible to contact – disconnected phones, no email address and does not reply to mail. CATCH 22”
“Companies can staff their sales lines with plenty of agents but complaint lines are thinly staffed”.
“With financial services, go straight to Financial Omsbudsman. It is amazing how much quicker companies can respond”.
“Companies are missing out on valuable customer and complaints feedback”.
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