Originally Posted by
Centurion
I know the head of customer relations for an airline and if you think they actually read letters.....well I do not have good British humor but they just manage people who write letters. Letters that are often written with macro computer commands.
It is good business practice for senior executives to take a look at a random sample of customer complaints. I have it on pretty good authority that when he was CEO of Barclays, John Varley used to regularly examine sample complaints and would often follow up personally with the customers to discuss their issues and ensure they were resolved.
Obviously no matter how engaged the senior Execs of a business are they won't be answering every letter, but it does send a wider message to every other employee.