http://www.gavpolitics.co.uk/blog/2005/12/04/tsp-part-3/ Liberal, Green and Fair Thu, 08 Jul 2010 17:18:32 +0100 http://wordpress.org/?v=2.9.2 hourly 1 http://www.gavpolitics.co.uk/blog/2005/12/04/tsp-part-3/#comment-597 GavPOLITICS » The Softback Preview - a conclusion Mon, 05 Dec 2005 19:38:26 +0000 http://www.gavpolitics.co.uk/blog/2005/12/04/tsp-part-3/#comment-597 [...] 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. [...] [...] 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. [...]

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