This is definitely a rant. Over the past couple of weeks, I have been exposed to some of the worst customer service that I can remember. As a student of customer behavior, customer satisfaction and loyalty, it just astounds me that after all that has been written and proved regarding customer care there are still so many poor-to-simply terrible practitioners.
So, with only a few names changed and circumstances altered (truly to protect the innocent), I have decided to post some of the gems. What you will find under the "Customer Service Letters" are my attempts to bring issues to the attention of senior management. When (or if) I get a response, I will note the result.
I have letters going back better than a decade, but I have only pulled a couple of the best examples from the past and will concentrate on those currently happening as those events unfold.
Enjoy my pain, please.