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Slipping Customer Service Standards

August 3, 2016

little-girl-talking-on-phoneWe had a very poor customer service experience recently, which culminated in one of those delicious Freudian slips that we always enjoy here at Explore Communications.

When the office coffee machine broke down last month we reacted immediately, contacting the manufacturer to find the nearest service agent for a repair under warranty.

To cut a long story short, there was a significant lack of response to our website queries and emails, and some less-than-ideal interactions over the phone as well.

We finally shipped our coffee machine off for repair and sent through an email of complaint to the manufacturer, who will remain nameless to avoid embarrassment.

This was part of the response from the Customer Care Team Leader, Brendan (see if you can spot the accidental/deliberate little ‘slip’):

Thanks for your email and apologies for the poor customer service you have received over the past few weeks. I have already raised the initial issue of your “missing” email with our IT department but haven’t had an explanation yet.

We are currently severely understaffed in our customer contact centre and in the middle of recruiting new personnel. I understand that this doesn’t alleviate the disappointment of the poor customer service you have received and is just an explanation as to the reasons of the substandard service.

I can ensure you that <redacted> is working tirelessly to restore the premium customer suffer we offer.

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