'Imagine that a customer calls to complain about not receiving documentation connected with their new account.
Answers:
This is simple: Apologize for not getting them the documentation and then get it to them promptly. Unless you personally send it be sure to follow up with the person who is responsible for sending it to make sure it was sent.
I like Flyboy's answer, and would add that you would alert the group or person responsible for supplying documentation so that they have an opprtunity to fix any glitches in their operation.
Agree with answers above; well written and described.
Tell him that you are sorry and give him some free stuff or discounts while you get him his documents.
" The problem is fairly easily fixed in that I would take the customer at their word and try to re-send the information. I would re-check the numbers for the account as to phone and fax and re-send it with the hour with a follow-up number to call if not rec'd with the hour ( or half hour) in the case of a malfunctioning email/fax/or phone number."
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