I received a phone call from a customer services rep of a major airline following my compliant about the way my complaint was handled. At the end of the conversation there were still some outstanding actions so I asked for a phone call. The rep said she would write and I stated clearly I want a call so I can make sure we have addressed every point. Guess what? I got a letter!
Not only does this annoy me as a customer after we agreed she would call me but it probably took the rep 20-30 minutes to compile a letter when we could have sorted everything out by a phone call in 5 minutes. And there are still some issues the rep has not addressed, so do I write back, send a 3rd letter of complaint, forget using this company or just ignore the whole experience and carry on using them? Our tip is this, if your reps are making promises, do your best to make sure they keep them!