Foreword
At Your Service versus @YourService
Dear customer,
I saw your Tweet about how upset you were with your experience with our product. I didn’t see it live, but someone forwarded it to me via e-mail on my BlackBerry. I guess what was delivered didn’t meet your expectations. Hey, it happens to everyone. But, you sure did let us know in your own way, didn’t you? Come to think of it, you let everyone know. So what was originally something between you and us is now everybody’s business.
I don’t get it though. Sure your time is valuable. It’s so valuable in fact that you chose to avoid the various systems we invested significant time and money in to address these types of issues. Hey, our time is valuable too. That’s why we spent millions on technology to automate our systems and responses. We didn’t divert profits toward this expensive voice recognition software because we didn’t want to be close to you or talk to you live, but to make it a more efficient process. That says something about how much we value you, right?
It doesn’t stop there though.
If you make your way through the series of prompts and redirects, we’ve hired and trained a staff of people who are prepared to address you directly. And guess what . . . if they can’t fix your problem, they have backup resources in locations all around the world to step in and attempt to resolve the issue. Sure each individual will ask you to start from the beginning and retell your story, that is, if you do make it to one of them, ...
