I think that the way AT&T is handling their customer complaints is smart. By intervening and allowing their customers to tell them their comment they are getting customer feedback without having a survey or something like that and they are then able to take action against the negative comments and resolve things or change ones feelings towards the company. Like if a customer says the service in one area sucks and AT&T says they have 97% coverage, then perhaps they need to try working on better coverage in that area or send out someone to that area to investigate whether or not they can improve something in that area to make the customers more satisfied with their service. Customers make business what they are, without customers it would be hard to sell anything, so if word of mouth gets around that business could be doomed unless they solved the problems. In my eyes the easiest way to learn about problems when working for a business is to let the customers tell you what they think about things.
So I think that intervening is better, because interrupting would be not letting a customer finish what they started to say. Me, as a customer to a phone business would want to finish what I started saying, not get cut off half way through. Any time I get cut off half way through with a business when explaining a problem, it makes me feel like the business really doesn't care what my problem is. Which makes it a one sided argument.
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