Quote:
Originally Posted by paxum
Octav here.
All of you guys are entirely right. That post jumped the gun. I apologize for it, what was posted earlier doesn't do the client justice; it was written on the spur of the moment.
we take great pride in our customer service, and so far it's been our bread and butter, but we really dropped the ball on this one. An incident such as this one is obviously not shedding a good light on us, but our track record so far says otherwise. We definitely should've done a better job in answering this in due time. We will look into this to find out exactly why the support answer was misguided. We are continuously striving to improve all aspects of our service, and this will make a great example in the 'not to do' category.
In this case, the way we present the template will have to be thought through in order to avoid this kind of mishap in the future. hopefully we'll catch the rest of them before needing the flame suits.
I hope Glee got the apology, I will email him personally, and we find a way to make it up to him for the inconvenience.
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That's better. I've seen people do far worse on here, and never admit to being wrong, let along apologizing.
And trust me, I totally understand the desire to jump the gun on posting a response at times. I have probably have more deleted posts on gfy than I do posted ones. Not to mention the emails I have had to cool off for 48 hours before I could answer in a professional manner.
Plus if a person has had a developmental interest in a product, it is easy to get defensive over it.
But you can't let that stuff get in the way of your good business sense, which I assume you have, since you have been in business a long time. Know your strengths. Know your weaknesses too. ;)
Someone else mentioned that you really need one person who is the company face on the boards. Whether you chose Chris or Michael, or one of your other reps, I agree with that. That is not to say that your other staff cannot promote your product on the boards, or answer general questions that could (and should) be found on any FAQ page. But past that, it helps from a customer service perspective to have one person be (or seem to be) the answer man/woman. That helps with both consistency and flow of information to your customer.
That's my unasked for
