You have no idea of how insane or attentive a company's customer service department is until you start sending out mass quantities of letters and comparing responses. Some companies just ignore you. Others write back with two separate emails and then follow up with two phone calls.Case in point: McDonald's. When I wrote to tell them that I loved their ice cream, but frequently was unable to get it at their Atlantic Center location due to a broken ice cream machine, they responded as follows:
1. Email from the McDonald's Customer Response Center thanking me for contacting them with my issue.
2. Email from Vanessa at the McDonald's Customer Response Center apologizing profusely, and promising to take up the issue with the franchise owner of the particular McDonald's I wrote about.
3. Phone message from Debra, field investigator with the McDonald's Customer Response Center, saying, "I am at the McDonald's right now that you called about on Vanderbilt and Atlantic, and I am so sorry. The ice cream machine is working today, but yes, there are occasionally problems with it due to the delicate nature of the machine's mechanics. The franchise owner will try harder to stay on top of the machine."
4. Second phone message from Debra, saying, "I am sorry, but reading your letter more closely, I see you were actually writing about the McDonald's in the Atlantic Center, not on Atlantic Avenue. I will forward your complaint to them."
I imagine more phone calls or letters from McDonald's may be in my future. Hopefully, they will also explain the disappearance of Shamrock Shakes when we next communicate.
In other news, I wrote to Barnes and Noble asking for a free gift card, so I can stop being a loiterer and start being a customer.
0 comments:
Post a Comment