Further to the appalling response from The Softback Preview I wrote to the Chief Executive, George Saul:
I note that you received my last so I expect a response this time.
Is this really the response you want your company to be giving?
And his response:
I am sorry to read of the difficulties that you have been enduring, and will personally have this matter investigated first thing tomorrow morning.
I am copying Tony Day, Director Customer Management, who will ensure that these matters are corrected forthwith.
Thank you for bringing this situation to my attention, if you need any further assistance, please contact Tony Day, my assistant Lucy Dickinson or myself.
George Saul
I’ll let you know if we manage to change anything. In the meantime (as Daily Propaganda’s Lascivious will confirm) don’t use them or their sister companies.
December 5th, 2005 at 7:38 pm
[…] Why is it that you have to write to the CEO or companies to get good customer service? If staff are empowered to make sensible decisions, and they’re given the support when they do, there’s no need for such escalation. George Saul, The Softback Preview’s (eTSP) CEO requested that the Director of Customer Management respond to my previously mentioned problems and this is their effort: Firstly, please accept my sincere apologies for the appalling response you received to your recent correspondence and your requests to remove erroneous transactions from your account. The level of customer service you recently endured is inexcusable and has consistently fallen short of our required standards. […]