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Telecoms: another example of poor customer service

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After I published my post on Mobistar last week, I got another wonderful example of failed customer service.

This example was sent to me by a Twitter follower and regarded an Orange customer (a French telco company) who complained to get spammed with adult ads on his newly acquired cell phone number. Apparently this cell phone number had belonged to another customer before, and was handed over “as is” to the next customer. The customer was concerned about the Orange policies since this number could have been handed over to children.

The Orange customer representative’s answer is a masterpiece. Besides the 6 grammatical mistakes I found in the first sentence alone, the Orange employee shows a complete lack of empathy for the complaint and his answer doesn’t address at any moment the real problem. You get the feeling that this answer was generated automatically by a machine not programmed to answer in French. I guess the person behind the answer is not Bernard Charles …

I’ve tried to translate his answer (with all the grammatical mistakes, so don’t be shocked … it’s just hard to understand) :

“Dear Miss,

You required further information regarding ***

Following your acquisition of a cell phone Numbar, this Numbar has indeed belonged to other customers before (c’omon customers or companies) and unfortunately we can be disturbed by calls regarding us not. If the customers are very impolite with you you can sue them.

I suggest you left a message in your answering machine.

Customers will realize themselves their mistake and will terminate their call.



Your Mobicarte sales consultant”

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Author: Pierre-Nicolas Schwab

Dr. Pierre-Nicolas Schwab is the founder of IntoTheMinds. He specializes in e-commerce, retail and logistics. He is also a research fellow in the marketing department of the Free University of Brussels and acts as a coach for several startups and public organizations. He holds a PhD in Marketing, a MBA in Finance, and a MSc in Chemistry. He can be contacted by email, Linkedin or by phone (+32 486 42 79 42)

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