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Hi
I understand your point but believe this.
As a director of my own business I want customer feedback when I am getting it wrong and struggle to get appropriate feedback from the team as they can't always be bothered to write one sentance on the bottom of a customer signoff.
If you notice the amount of feeback requestd you get in shops and resturants there is increasing investment to get good feedback. Without feedback you cannot fix an issue and improve your service, this can make the difference between gaining customers or losing them, therefore this is important for companies to survive as so many are going out of business.
If you are in customer service and feedback all of the issues you are given then thats a credit to you but unfortunately not everybody has the same stance, remember its not just resolve the issue its feedback so it can be avoided in the future. Not a plaster but a glove.
And I find it amazing that companies invest so much money in trying to get feeback but so little in having a promptly answered phone line, my daughters boyfriend works in a call centre that had a lead time of 10 seconds to answer a call and relaxed the rules to the 40 second industry standard, please bear in mind that after the long questioning process that takes many minutes to deliver your call appropriatly, that means you are only trying to match your competitors but not exceed them and have an advantage.
I have had an issue with VW where I contacted them to give them a new direct debit when my bank account closed, after over half an hour on the phone it was answered and put down, this happened again a second time. I e mailed customer services 2 months ago as dispite getting an e mail promising a prompt reply still have recieved no response.
On talking to the VW team 4 times in phone calls since I have fedback the other issues involved and no one has done any thing to fix the issue dispite promising me it would be sorted by now, so what do you do, call again. They have all failed to feedback the issues and resolve the situation.
When I talked about changing the bank details I had to do that with over 40 suppliers, if all offered VW's level of service I would have spent a week calling and still not achieved what I needed to do. Evey other company made it easy and I had them done in around 2 hours, including Vauxhall & Citreon.
Now I have 3 vehicles which need to be changed this year, now will they be VW, Vauxhall or Citreon? I will let you come to a suitable conclusion yourself.
So do you think a VW Director wants to know if he is losing £70k of sales, I'll let you make up your own mind.
And then I have wandered onto the internet and shared my experiance with the world, how many other people will make a buying decision based on the service? Now does a Director want to know?
I would
The Customer Service E Mail address is customer.services@vwfs.co.uk but please be patient as there service is not very good.
Edited by decart on 23/05/2013 at 11:11
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