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Update 01-Dec-2006: A consultant from Discovery Card called to apologise. He explained that when they extracted the data to send to Autopage, they neglected to exclude the clients who didn't want to get marketing information or calls. Presumably they didn't care that this would violate the ECT Act. Of course it wasn't the marketing person responsible for this decision who called, but one of the call centre consultants. I guess he was too important to call himself, which is why I asked for a written apology.
Update (6 years later) 16 Aug 2012: I received the following email:
I am the Chief Operating Officer of Vitality and Discovery Card. The incident that happened below happened before my time but I did ask our team to try and ascertain what happened and what failed.Thanks, Barry. Much appreciated.It was difficult to get to the bottom of this and we have been unable to reconstruct what the failure was and why it occurred.
I do like to think that the procedures and processes that we have in place today are rigorous and sound but there will be times when the human element fails. In these instances it’s important to recover well.
Our team takes customer service very seriously and it is paramount to our business. I know it is late but if it is any consolation, I am sorry for the below incident and I can assure you that were this to happen today, I would like to think that we would be able to resolve the issue and have retained you as a client.
Sincerely
Barry Sundelson.
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