My response to customer service's lack of response
I wrote on 26/ 12 on my bad experience with Easybook which it replied today. I do not know how to put our conversation in 1 place, so I have to reply Easybook as follows. Dear Easybook, Your boilerplate reply is very disappointing. Let me point out the opportunities for improvement for your company and customer service. 1. You should not assume we did not communicate with your Easybook.com/ contact. I believe most of us did not get reasonable responses from them and therefore share our experiences here so others will not suffer the same fates. You should take the initiative to find out from your customer contacts about what transpired rather than burden us with having to make fruitless contacts again. 2. Apparently, you and your customer contacts are departmentized rather than to work as a team. There is no one to coordinate and responsible for customer satisfaction. 3. If you do not take our feedback as opportunities for improvement, then your customers will keep quiet and bring their business elsewhere. Some will share their experiences with their friends. Some companies take customer feedback as golden nuggets as they bother to highlight the companies' weaknesses back to them. Such far sighted companies will therefore improve their operations. Do you think you are contributing to your company's sustainability if feedbacks are just brushed aside?