05 July 2006

That isn't Customer Service

This afternoon I received an email from the Customer Service team of a business who was offering a service to us. We had decided not to go ahead some time ago and the last email I had sent them set out a series of queries which we were unclear about. My email was sent to them on 27 May.

Today's response looked completely boilerplate - it didn't attempt to answer any of our questions and was the same email I had seen in discussions with others who had not taken up their offer of service either.

Trainer tip: customer service emails should at least attempt to answer the questions asked by your prospect or customer, or an explanation of why they can't be answered. Sending a boilerplate message is a waste of your time since the person who receives it won't be impressed and won't feel more inclined to do business with you.

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