July 16, 2011 3 Comments
But sorry, your lost item will remain lost.
A recap if you don’t want to read his yellow text:
CSR: How can I help?
SW: My Golden Ankrh is missing. I for sure last saw it in February, not sure about a few weeks ago.
CSR: Let me look into it.
CSR: Sorry, no-can-do.
SW: Any particular reason you can’t restore it?
CSR: Canned response. Anything else?
I get that customer service can only do so much, but when a customer asks for a particular or specific reason, it’s nice to get one. Letting your customer know WHY you can’t do something makes them feel like you aren’t just punching a card, and that there are actual reasons that can’t be overcome. Canned answers as a response to a request for more details is a TERRIBLE way to reply.