While it may be tough to hear bad news, it's always better to be getting at least some feedback from your customer, as the alternative could be having no customers at all. The gracious call center employee may seem like an almost mythical creature, but that doesn't have to be the case, as stifling comments might only make them stronger.
A story from KUTV tells the sobering tale of a website that is sneakily using its user agreement to legally prevent customers from publishing anything that they deem "libelous." In the case of one couple, that turned out to be a negative service review.
In particular, one Utah couple found themselves between a rock and a hard place when a comment made describing a negative experience with company Kleargear resulted in a choice: pay $2,000 to have the post removed or $3,500 in fines for violating the conditions of use.
It should be obvious that this can be a major turn-off for consumers. No one wants to feel like they could be locked into a deal with the devil when they agree to order from an online store. A phone answering service, however, seems like it would have made this process much simpler, since the article noted that one of the main difficulties has been talking to anyone representing the company over the phone at all.
Don't lose sight of the damage bad PR can do to your company: instead, think about a phone answering service that is constantly attentive and gives you the chance to let other companies see how success is really obtained.