Based on my personal experience, a very unscientific sampling, there seems to be a new corporate customer service strategy afoot.
Over the course of the past few months, I have had to contact three different corporate customer service reps to address a product or service problem. Each contact; the corporate rep was very friendly, courteous, did all, and said all the right things to lull me into believing the problem had been addressed. The remedy, a credit to my account.
Each problem required a second followup contact to actually get the credit applied to my account. This got me to wondering. What percentage of customers after making that first initial contact, will forego making the second?
Think about it. No second contact + No credit to your account = More captured $$$$ to grow the company’s bottom line.