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When I complained to an airline about poor service I sent an e-mail because I wanted a record of my comments and also a response back fairly quickly – it wasn’t necessary for me to get an immediate response. So I waited a day or so and when I heard nothing I called them to see if they got my e-mail. They confirmed it had arrived and was being dealt with. 2 weeks later I received a letter which only went part of the way to answer my compliant and guess what, there was a name at the bottom but no e-mail address should I wish to reply by my preferred method of e-mail!
The tip is this, if a customer calls with a complaint then it’s worth calling them back, If a customer sends an e-mail either respond with an e-mail or a call (if they give you a contact number), if a customer sends a letter, chances are they don’t expect an immediate response so send a letter, e-mail or call them. Try and match the customers preferred method of communication
Take the tips with you on your mobile device by scanning the QR code or using the links