John DiJulius | Customer Experience Blog


Is Zappos really that good at Customer service? Manager fired for responses to online reviewers
October 14, 2014, 5:03 pm
Filed under: Customer Service

 

Manager fired for poor responses to negative reviews – A manager at the budget Georgian House Hotel, reacted unprofessionally to Customers who complained about his hotel on TripAdvisor. Instead of reaching out to see how he could make it right, he took the total opposite approach! The goal should be to have Zero Risk to deal with as a company. Here are a few of the responses he posted on TripAdvisor:

“What do you expect for so little cash?”


“If you want a good breakfast go to the Hilton and pay £100.00 a night. You pay little you get little.”

 

“Thanks for your money, sucker. Long may the idiot line continue.”

“With only one person to look after the place what do you expect. Think about what you paid.”

Low Service Aptitude – Not surprisingly, this manager was fired. I cannot stress enough how important Service Aptitude is to how consistent your company delivers outstanding Customer service. It is not your employees’ job to have high Service Aptitude, it is the organization’s responsibility to train them.

Continue reading full article on TheDiJuliusGroup.com…

 

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