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Sr. Director of Product Marketing, Consumer Solutions
Sometimes policies make sense from a financial point of view but hurt the customer. We have found on several occasions that when we ask a service center to call us back when a problem occurs with a product or service, we sometimes get the response “we are not allowed to call cell phones” This policy may save you some money but is also very likely to show how little commitment your company gives to customer service. Remember service is about doing what you can for the customer to keep them happy and not dictating terms that the customer may find unacceptable.