Once your online customer services have started a special interaction with a patron, it's important to keep the kind of attention you give them consistent, because if you don't, there's a chance things can get negative very fast. This doesn't just mean making the correspondence strong, but also being there consistently in the first place.
How insulted would you feel if someone suddenly started denying your own proof and testimony? That's what Texas resident Chris Spencer went through during a repair exchange that turned into a long ordeal in which his phone remained in limbo.
As KUTV reports, Spencer originally sent in his phone to a warehouse to be replaced, and was eventually told by T-Mobile that his phone never arrived, despite the proof he was able to present in the form of a letter that signified this.
After much endeavoring, the story did have a happy ending, with Spencer getting reimbursed, but it took a lot of grief to get there, with the company maintaining its firm position up until finally relenting, more than a month after the beginning of the incident.
With so many other factors inclining the customer to be negatively disposed to customer service, why would you take the further step of not listening to their attempts to make their case? There's no excuse for turning a customer away out of hand. As a recent Business 2 Community article pointed out, the best customer service, especially in social media, is a two-way street: it involves listening as much as talking.
The customer may not always be right, but they at least deserve a chance to prove themselves, one that high-quality answering service staff will give them.