kokonutz: I would conclude that the company you called has acheived significant gains as a result of its recent 'Customer First' iniciative... or maybe it was 'Putting the Customer First'... or 'Customer Excellence', or maybe that was last year?

Although I am certain the company you speak of would probably say:


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Dear kokonutz,

Thank you for your recent correspondence.

We are always grateful when valued customers, like yourself, take the time to provide us with feed-back we can use to further enhance our customer value proposition.

We greatly appreciate your continued custom and interest in our products and services.

Your sincerely,

Someone with a made-up name,
Go and bother someone else Department.

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If that failed get rid of you, they would probably follow up with:

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Dear Kokonutz,


Again, thank you for your recent correspondence.

I am sorry that my previous responce did not fully answer your question regarding your recent experience with our Customer Relations Team.

I would like to assure you that the whole xxxxxx Inc. team treat Customer Service as our primary consideration. It is for this reason that I was dissapointed to hear of the inconvieience caused to you.

We have recently experience higher than anticipated levels of calls at our state-of-the-art Customer Service Call Centre, which we recognise have casued us to expedite a level of service which at times is below that our customers have come to expect.

[please select one of the following excuses at random]

1. We are in the process of hiring an addition 45 Customer Support agents, which we are sure will recify the issue you raised should you have to contact us again.

2. We are in the process of training 55 Customer Support agents...

3. We are shortly to introduced a prioritised Customer Support service...

4. We are currently reorganizing our Customer Support Team...

5. We are investing heavily in Customer Support...

6. I have personally appointed Fred Smith as your key-account representitive...

7. Please contact me personally should you experince similar problems in the future.

8. I have made our Customer Support Director personally aware of your comment.

I would appreciate any further suggestions or comments that you feel you could make.


Yours sincerely,


Ivor Christan-name
Assistant Deputy Duty CS Team Leader (Team B/16).


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OK?

Nick