Does Mobistar follow best practices for complaints management?
Successful business practices regarding the management of customers complaints include the diffusion of the information within the organization. After I reported on my fight against Mobistar, I was wondering whether their most exposed (in terms of visibility) customer service would have been informed. I decided to ask send a tweet to Mobistar’s Twitter account to ask about the warranty for accessories purchased from them. Guess what … same question, same answer, same punition. My take: No...
Meet first the legal requirements first, then speak about customer service: the Mobistar case
First of all please allow me to mention than by sharing this post on Facebook and twitter you will help other individuals. The purpose of this post is to write about my fight against Mobistar in an attempt to enforce my rights as a customer. Don’t hesitate thus to use the above Facebook and Twitter buttons. Help me make this world better. Thank you. Let’s start with the end, that’s to say the result I achieved....
Extraordinary customer service
I have a lot of stories to tell as far as customer service is concerned. I have a lot of bad ones and very few good ones. So when I have receive an exceptionnal customer service I’m eager to tell about it. I recently offered a stay in a fine hotel to relatives. I love to please those I love and let them enjoy experiences rather than tangible presents. My guests had just returned and 24h...
FNAC wants to reinvent the relationship with the customers
Enriching discussions can also take place online and I was very positively surprised by a discussion I had on Linkedin. If you are familiar with this website you may know that there are groups to which you can get affiliated according to your professional background or experience. Those groups are very useful if you want to discuss some specialized topics with people in the same industry. A discussion was started on one of those groups after...
Bad practices: mind the little details
Service quality is one of the major antecedents of customer satisfaction. Sometimes it may be impacted by little details which can ruin all your efforts. Vanden Borre, which I mentioned in an earlier post, has done a major mistake when they handled my complain. In the last written communication I received from them to close my case (in my favor), they wrote “we grant you the benefit of doubt”. This is just a major mistake when...
The Vandenborre experience
Vandenborre is part of the French retailer “Darty” which became famous thanks to its excellent slogan (and promise) “A contract of confidence” (le contrat de confiance). What Darty realized well in advance was that consumers shopping for electronics and home appliances want to have a professional hassle-free service they can trust. Their simple idea was therefore to make the customer’s life easier with, for instance, an at-home installation of purchased products. It may seem obvious but...
Real-estate agencies in Brussels: the results of a study to evaluate professionalism
A few weeks ago I announced on this blog that I started a small-scale study on real estate agencies in Brussels. One week after the launch the results were already catastrophic, the response rate being very low. The method of the study was the following. I sent a detailed inquiry to the first 58 agencies (in terms of goods for sale) of Brussels, requiring that they send me their offers. I chose to inquire on purpose...
