http://www.globalcopywriting.com/home/ http://www.globalcopywriting.com/customer-lip-service-scripted-responses-broken-promises-and-other-bad-ideas/#PageComment_76452 Hi Curt,

Thank you for your interest in using this post as part of your education process. I'm very flattered. I can't tell you how much I appreciate you getting permission to use it. Would you mind shooting me an email at the address found on my contact page and include your details? Wed, 01 Dec 2010 08:16:38 +0000 Sarah Mitchell http://www.globalcopywriting.com/customer-lip-service-scripted-responses-broken-promises-and-other-bad-ideas/#PageComment_76452 http://www.globalcopywriting.com/customer-lip-service-scripted-responses-broken-promises-and-other-bad-ideas/#PageComment_76451 Sarah,
I wanted to check and see if i may use this story for discussion and reprint. Owning a service organization we strive to continually educate or folks on how to increase the level of play. I think this fits nicely illustrating the importance of keeping simple promises in order to correct issue and win back loyal customer. Wed, 01 Dec 2010 07:04:07 +0000 Curt Hill http://www.globalcopywriting.com/customer-lip-service-scripted-responses-broken-promises-and-other-bad-ideas/#PageComment_76451 http://www.globalcopywriting.com/customer-lip-service-scripted-responses-broken-promises-and-other-bad-ideas/#PageComment_76254 Hi Jurek,

I've been pondering your advice to "name and shame". It's a sticky situation becaues my goal with this blog is to educate so it really doesn't matter who the offending party is. Still, as you say, it does leave doubt and may cause another business trouble they didn't earn. Having said that, people with good customer service policies and focus don't have to worry anyway.

I'm going to think about it some more but would be interested in hearing what other readers think about "name and shame".

Thanks for stopping by and leaving a thoughtful post. Sun, 27 Jun 2010 20:09:54 +0000 Sarah Mitchell http://www.globalcopywriting.com/customer-lip-service-scripted-responses-broken-promises-and-other-bad-ideas/#PageComment_76254 http://www.globalcopywriting.com/customer-lip-service-scripted-responses-broken-promises-and-other-bad-ideas/#PageComment_76253 Great case study. There are some important lessons for many businesses in this and not just online and you summarise them well in your 'Where did it all go wrong segment'.

I do feel in this and your related post about the car dealership that you should name and shame the businesses involved. Otherwise all businesses in their sector/area get tarred with the same brush AND management in the offending organisations are far more like to have your blog posting brought to their attention if they are named. Thu, 24 Jun 2010 20:20:03 +0000 Jurek Leon http://www.globalcopywriting.com/customer-lip-service-scripted-responses-broken-promises-and-other-bad-ideas/#PageComment_76253 http://www.globalcopywriting.com/customer-lip-service-scripted-responses-broken-promises-and-other-bad-ideas/#PageComment_76249 Hi Paul,
Thanks for stopping by. I guess leaving that massive hint on your own blog post worked for me, hey? Sorry to hear you're suffering your own customer service problems. I hope the bank didn't phone you in the middle of the night though. Mon, 21 Jun 2010 20:41:14 +0000 Sarah Mitchell http://www.globalcopywriting.com/customer-lip-service-scripted-responses-broken-promises-and-other-bad-ideas/#PageComment_76249 http://www.globalcopywriting.com/customer-lip-service-scripted-responses-broken-promises-and-other-bad-ideas/#PageComment_76248 Whoa, this really is a shocker, Sarah. IT dramas upset like nothing else and you got a gutful. The silver lining is that it made for a riveting read. I almost missed this one; I'm glad I didn't. Best regards, P. :) Mon, 21 Jun 2010 20:32:09 +0000 Paul Hassing http://www.globalcopywriting.com/customer-lip-service-scripted-responses-broken-promises-and-other-bad-ideas/#PageComment_76248 http://www.globalcopywriting.com/customer-lip-service-scripted-responses-broken-promises-and-other-bad-ideas/#PageComment_76247 What's really telling about this company is that they have their accounting systems working perfectly. They are able to collect money in any currency you want and convert their prices to reflect that currency. Maybe they should have spent more time working on providing international support, too. Thanks for stopping by. Mon, 21 Jun 2010 01:31:30 +0000 Sarah Mitchell http://www.globalcopywriting.com/customer-lip-service-scripted-responses-broken-promises-and-other-bad-ideas/#PageComment_76247 http://www.globalcopywriting.com/customer-lip-service-scripted-responses-broken-promises-and-other-bad-ideas/#PageComment_76246 Hi Sarah,

I think your point that no one owned the problem was key. Also it does not appear they do not have a system in place to handle problems effectively by anyone.

When we sold our software we recorded any problems (luckily they were few) and the solutions. That meant that anyone who emailed or called with the same problem could be helped and the problem fixed immediately.



Sun, 20 Jun 2010 23:57:49 +0000 Susan Oakes http://www.globalcopywriting.com/customer-lip-service-scripted-responses-broken-promises-and-other-bad-ideas/#PageComment_76246