[PLUG-TALK] Bank customer service

Rich Shepard rshepard at appl-ecosys.com
Sat Mar 17 18:53:55 UTC 2007


On Fri, 16 Mar 2007, Paul Heinlein wrote:

> It's not the answer to the question you specifically asked, but a great
> resource is Ellen Phillips 1998 book, "Shocked, Appalled, and Dismayed!
> How to Write Letters of Complaint That Get Results."

   On the other side of the coin, several times I've written to a
corporation's CEO praising the service or attitude of an employee. I explain
the circumstances and why the results are worth noting, and ask that the
letter be included in the employee's personnel file. The results have been
highly satisfying.

   When I lived in Idaho and wrote about a WordPerfect Corp. coder who worked
to fix a bug I found -- and I got a pre-release fix that worked -- I was
invited to tour their Provo campus and given lunch in their company
restaurant. That company set the highest standard for customer service
anyway, but having them assign a programmer to fix a serious bug and keep
sending me code to test, went beyond expectations.

   It seems that the employees always learn about kudos as well as
complaints, and on occasion I've had direct thanks from them. It's
satisfying to be able to praise when praise is due, as well as to complain
when that's appropriate.

Rich

-- 
Richard B. Shepard, Ph.D.               |    The Environmental Permitting
Applied Ecosystem Services, Inc.        |          Accelerator(TM)
<http://www.appl-ecosys.com>     Voice: 503-667-4517      Fax: 503-667-8863



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