Friday, November 28, 2008
I would not believe this if it were not recorded.
I've written a few times about companies building their brand reputation through TV advertising while messing up elsewhere. And to be honest, it is easy to mess up. But I would not believe this if it were not recorded.
Surely this is case study material for any company with a customer retention team.
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That customer rep got fired ... I bet most of what he was trying to do was cover himself so when the bloke did cancel the account that his boss doesn't say "why didn't you say A, B or C?".
He was doomed but at least that bloke got to speak to a customer rep who could speak english properly!
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