Interesting. I have had a very similar run-in with my Gas/Electric supplier.
Because I pay my bills after 14 days or so, I usually get a red letter before the payment goes through. Recently, one such letter was highly threatening (I think they've changed copywriters) and pointed out that if they had to write again and send someone out, I would get extra charges.
On the phone, however, their Call Centre supervisor stated that the next letter would incur charges.
Wasn't this a bit mis-leading?
er, no - according to the Call Centre. It was just their procedure.
Over the last few years, I have been building a series of models intended to measure the bottom line business benefit on more abstract activities such as crm. The major difficulty is almost always getting hold of the underlying base data that would allow a decent evaluation of activity to take place.
The problem is too big for marketing - but Finance, who could help greatly, do not get involved until a crisis occurs.
Well: I can't say whetherStewart is as 'obsessed' as the previous poster reckons - but I would certainly say it was a UK obsession, with tens of thousands of UK customers put off doing business with companies because of the atrocious level of service they have received at the hands of an Indian Call Centre. I have certainly moved one set of Financial Products away from a provider because of their Indian involvement.
As for Zurich - an interesting suggestion. I would currently have little but praise for their call centres, having experience both as personal investor and having to use them to support a Probate claim. I fear that if they move their Call Centres to India, my own business may be moving elsewhere not long after.
Funny you should mention a hamper. Received one recently from the Halifax after telling them my business was finally leaving them. My story is not wholly dissimilar to your own. Well, very different, actually - except for the staff attitudes, idiocy and, of course, THE COMPUTER.
As you were: I was leaving. My mortgage left them on Tuesday. But they still haven't noticed. Have helped themselves to another instalment (despite it being a direct debit on a Halifax account). And when I protested, suggested maybe _I_ had forgotten to cancel my DD.
My answers
Interesting. I have had a very similar run-in with my Gas/Electric supplier.
Because I pay my bills after 14 days or so, I usually get a red letter before the payment goes through. Recently, one such letter was highly threatening (I think they've changed copywriters) and pointed out that if they had to write again and send someone out, I would get extra charges.
On the phone, however, their Call Centre supervisor stated that the next letter would incur charges.
Wasn't this a bit mis-leading?
er, no - according to the Call Centre. It was just their procedure.
Regards,
John Ozimek
Over the last few years, I have been building a series of models intended to measure the bottom line business benefit on more abstract activities such as crm. The major difficulty is almost always getting hold of the underlying base data that would allow a decent evaluation of activity to take place.
The problem is too big for marketing - but Finance, who could help greatly, do not get involved until a crisis occurs.
John
Well: I can't say whetherStewart is as 'obsessed' as the previous poster reckons - but I would certainly say it was a UK obsession, with tens of thousands of UK customers put off doing business with companies because of the atrocious level of service they have received at the hands of an Indian Call Centre. I have certainly moved one set of Financial Products away from a provider because of their Indian involvement.
As for Zurich - an interesting suggestion. I would currently have little but praise for their call centres, having experience both as personal investor and having to use them to support a Probate claim. I fear that if they move their Call Centres to India, my own business may be moving elsewhere not long after.
Funny you should mention a hamper. Received one recently from the Halifax after telling them my business was finally leaving them. My story is not wholly dissimilar to your own. Well, very different, actually - except for the staff attitudes, idiocy and, of course, THE COMPUTER.
As you were: I was leaving. My mortgage left them on Tuesday. But they still haven't noticed. Have helped themselves to another instalment (despite it being a direct debit on a Halifax account). And when I protested, suggested maybe _I_ had forgotten to cancel my DD.