My saga has continued with Office Depot. Today I called customer service for the third time to find out what was going on with my filing cabinet. The representative today was rather clueless and put me on hold while she conversed with her supervisor. I was on hold for a few minutes and was then disconnected.
I understand that problems happen. You must take responsibility and explain to the customer what is happening. Don’t give up and run away by hanging up or avoiding the customer! If for some reason you are disconnected; call the customer back.
We’ll see if Office Depot remedies the situation. They could surely learn a lesson or two from Travelocity. Unfortunately, 3 strikes and you’re out. I called my credit card company and had them refund my money and go up to bat for me. Don’t forget that your customers will often try to work with you to solve problems. They understand that there may be problems but they also want speedy resolution. If you don’t deliver, you’ll lose money and customers.