SIGIA-L Mail Archives: Re: [Sigia-l] Re: SIGIA-L: Most abusive
Re: [Sigia-l] Re: SIGIA-L: Most abusive user experience?
From: Eric Scheid (eric.scheid_at_ironclad.net.au)
Date: Mon Apr 08 2002 - 23:18:26 EDT
From: lee.r.sachs_at_verizon.com <lee.r.sachs_at_verizon.com> (9/4/02 6:31)
>How would a customer feel, if
>every time they snail mailed a letter or a complaint to a company, the
>company initially wrote back a form letter that stated they're 'really
>going to answer my letter the right way, but in the meantime here's another
>piece of paper that just says we got your letter but no human being has
>even looked at it.
The snail mail response is actually a government best practice,
particularly when it comes to complaints and such. Such things take time
to properly resolve, and few would rather a hasty but incorrect response.
Also, having a receipt for a complaint not only serves as recognition,
but is also a gesture of trust and empowerment: see, we did get your
complaint, there is no way we can claim we never received it, you know
this, we have no choice but to be honest with you.
For non-complaint things, a snail mail response is not so critical. If it
actually takes more than a few days to mail out a brochure or whatever,
then that is what would usually happen. No receipt in the meantime.
e.
______________________________________________________________________
eric_at_ironclad.net.au i r o n c l a d n e t w o r k s
information architect http://www.ironclad.net.au/
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