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“Contact Center Satisfaction Index Report 2018” It is a study where you realize the reasons why customer service is used.
vocamx It is another case of unexpected customer service, due to the decision made by the brand in response to a complaint.
Ricardo Salinas He proposed to cancel the service to a complainant of his Totalplay platform, arguing that he did not want to make his life more difficult, after receiving complaints from him, lamenting the performance he had for the package contracted from the telecom company.
Customer service has become a key department in the market and demonstrates the ability of brands to be able to relate more and better with the consumer.
Faced with these expectations, a resource at the hands of brands is clear and it has to do even with measurements that have been made by firms such as IFC Group, to understand what is behind a phenomenon of this type.
In “Contact Center Satisfaction Index Report 2018”, study in charge of this firm, he found the reasons for which a complaint was made for poor service. The main one was chosen by 33 percent of those consulted, who chose the query option for billing, or because they had problems generating it.
33 percent said they did it to receive support for a product or service; 14 percent said they used a service of this type to check the status of an order and another group, also 14 percent, said they did so to file a complaint.
13 percent assured that, curiously, they did it to place an order, while 9 percent confessed to doing it to have technical assistance for situations that occur on their website.
bad service solved
A contrast between the service you get and what you pay for as part of the contract was displayed by a user of total playwho said he regretted the quality of service he was getting.
“Boss6ameplays”, as identified in Twitter He assured that when he contacted customer service he was unable to obtain a solution to his problem, complaining that the brand blamed him for the failure.
After acknowledging that it was a problem that he was not willing to continue tolerating, however, Ricardo Salinas’ own response was manifested in networks.
The businessman said he had listened to her complaint and to prevent her from continuing to suffer problems, he resolved the complaint, promising to cancel the service.
“Cancel your service or if you like I’ll send it to you myself. Stop suffering, it’s Christmas. Ask for your cancellation once and for all, I will help you to cancel today and not suffer anymore, they tell me that they already explained the reasons. How many devices do you have connected at the same time?” Salinas offered about the complaint that the user made to him.
Cancel your service or if you like I’ll send it to you to cancel myself. Stop suffering, it’s Christmas.
Ask for your cancellation once and for all, I will help you to cancel today and not suffer anymore, they tell me that they already explained the reasons. How many devices do you have connected at the same time? https://t.co/5ryGSmVYRf
– Don Ricardo Salinas Pliego (@RicardoBSalinas) December 9, 2022
This surprising measure in customer service is no exception and although extremes of this type are not always reached, there are cases that have surprised the extremes that brands have gone to due to customer complaints.
A great example of this occurred when the clothing brand Vocamx offered to close, when the Community Manager responsible for the store verbally assaulted a consumer, who asked for details of a garment.
Cases of poor service by brands are an antecedent of how valuable brand communication is from the customer service department.