What’s with the ghosting? When companies just ignore your ...

Ideas

What’s with the ghosting? When companies just ignore your complaints

Some firms claim to treat their customers right, but you’ll often find posts begging them to respond to queries

Consumer journalist

I’ve never worked in a corporate environment of any kind, and all I know about the “customer-relationship management” is based on 23 years of taking up cases on behalf of customers who haven’t been “managed” very well at all.

In many cases they’ve been mistreated and then ignored when they tried to get the company to make amends. Double whammy.

As someone whose job is essentially talking to companies on behalf of their own customers, who they are either ghosting or refusing to do right by, it seems to me what we used to call “customer service” has been lost in a complicated web of jargon, overthinking, analysis and tracking, with very little focus on actually making sure their customers are made to feel respected, valued and heard...

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