Quote:
Originally posted by Kimmykim
it's your money and if you haven't done anything wrong, I'd never want you to think it was gone.
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Perhaps you should stop taking it. !
Perhaps you should discuss the feasability of a telephone call to your CUSTOMERS. ( like every other bank in america )
Perhaps you should respond to emails.
Perhaps you should notify people * ON YOUR WEBSITE * that e-mails wont be read , but will be responded to with an automated response system.
Perhaps your support staff could do what they are paid for * re: $35 fee per card
Perhaps you could get your employees to work on the weekends as your CUSTOMERS are also working on the weekends. ( and making you money on the weekends ) ( this means employees from every department , not just telephone support who can't do anything )
Perhaps you should treat your customers as customers, not as potential victims.
Perhaps you could get an employee who speaks HUMAN to resolve issues voiced on message boards.
Perhaps an apology to the legitimate webmasters you have screwed over.
Perhaps even a lip service announcement to your CUSTOMERS to explain why they should trust you.
I do understand it's hard not to be defensive when dealing with threads like this , but remember you customers are watching you , and your making an ass of yourself. Try dealing with cases on a 1- on 1 basis .
It should be very simple, like this.
Dear feels-screwed,
We apologize for the ****** problem.
Drop us your account name and we will look into the problem for you..
update a few minutes later....
Dear feels-screwed , heres the problem , heres the solution..
the end..
Bing bang boom problem solved and reported. Simple right..