When Corporations Communicate
April 23, 2007 – 8:01 pmOne thing about companies is that when they grow too large they tend to lose their basic communication skills. I do not really like writing to corporations because it is very difficult to get a straight answer.
No doubt, some of these companies respond to enquiries pretty swiftly, but still not as fast as my one-woman set-up, because they have a team of people to take care of all the emails and other communication and they call this Customer Service, Customer Care or even Customer Love.
But the solution is not really in the speed of response but rather to answer a mail TO THE POINT.
I have come across and experienced it myself many replies from corporations that are just canned messages. They are just copy and paste replies and of course, these never work. Every incoming mail is different with different sets of questions and requests and a standard reply just doesn’t cut it, if you know what I mean.
And the nerve of all these is that they have the decency to ask us to give them feedback if they have done a good job in replying our email and handled our problem. Bah, tell me, how good a job can one do if it is not personalised?
I feel that corporations need to go back to basics and reevaluate their set up from the lowliest task to the top posts of management. They need to have regular spot checks, pretend to write in to or call up the company and then they will get a true picture of what is being portrayed to the public.
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2 Responses to “When Corporations Communicate”
Well thats part of the downfall of having a large company. The bigger it gets is the less control you have and the monster develops. You put the operation in the hands of “qualified” people but often times their view differs from what is actually presented. The roboti corporation I hate it. The same way I hate automated telephone calls, give me a human…in fact give me a human who is not trained to regurgitate what he was taught of the manual, someone who actually can think for themselves.
By James Pittsburgh on Aug 14, 2007
Hi James,
I am surprised to receive a response to an old post of mine. I thoroughly agree with you about the monster
Yes, when corporations grow, work is delegated to staff who do not hold on to the ideals of the founder(s). And it’s true that they address customers’ concerns as if from a manual!
By Cyberpartygal on Aug 14, 2007