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to: Customer service manager, customer service department, regional offices with own customer service compartments
Subject: Customer complaint: processing, answer and prevention
I would like to look into the complaint that has been received by Elinor Mills, which is followed by their rejection, services from our company.
The complaint was received by phone. According to the words of our former customer, she handed this complaint for a few times because it was constantly invoiced for the service (landphone) (landphone) that she did not use, even though she was included in her package. However, the invoice question was what the ultimate complaint initiated. What Elinor stops cooperating with our company was that she was not providing the type of service package she needed, ie DSL only without landline line, although the DSL Direct has been offered since 2006 in mills of mills, and She had become our customer 2007. She did not even know that it was possible to the complaint. The customer claimed the repayment of 600 US dollars, referred to the fact that they were charged for the service they almost did not use. Elinor also mentioned that she had managed to get a certain and clear answer as well as a proper apology only from a spokeswoman of society, and that it could only achieve because of its reporter status.
I see a few problems that should be carefully made to a few lessons we need to learn from this situation. First, the specialists of the customer service division must be trained, as the conversation should take place with the customers. These specialists must at least know the basics of effective communication as they introduce themselves at the beginning of the conversation.
The representatives of each customer service division must know that they must apply all services and help the customer to find the best option. You should also be ready to react in good time and.
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