| |
In lugnet.lego.direct, Christian Gemuenden writes:
> Hi all again!!!!
>
> I know I am replying to my own e-mail, but something GREAT happened that
> pushed my dissapointment at least a far step away, although I am still
> sceptic. Wow, please let me share the latest news, since it's been an
> interesting story!
>
> The New LEGO S@H guys (or anyone at LEGO) directly reacted to my posting
> here (and on 1000steine.de). They just called me up to explain the whole
> situation, they asked me if there is anything that they can do for me and
> they were very very friendly! It's been a strange but good feeling that TLC
> themselves care about my wishes. Actually, the woman I talked to was called
> "Claire Williams" a very friendly and helpful LEGO employee (an important
> manager or something) was even more dissapointed than I was.
I think that is great that a manager called you on this. I have some
thoughts and questions on this. Did she say specifically that she called you
because of your postings on the Web? It is possible that the managers/trainers
are actively monitoring the telesales reps phone calls. I know that when I was
in the mail order business we regularly monitored the calls of reps,
especially when we had a new batch of trainees or a new product line or way of
processing orders. Possibly that was the case here. Someone was possibly
monitoring the call and escalated it to this manager who called you back.
Also in the US the LEGO S@H service has an after-hours and overflow
company taking calls (very common in the catalog/phone order business). These
people are very uninformed about product and can only take order by product
number, so it is also possible that the person who took your original call was
not a LEGO Company employee at all. In which case the manager who called you
would have had to have seen your postings on the web to know about your call.
Either way I think this manager's attitude is more in line with the way
TLC wants to be precieved. Sure I'll admit that the way things are leave much
to be desired. But TLC wants to do right by their customers, it is a matter
of training and implementation (and of course time).
Ben Gatrelle
(remove the spam dot from the yellowcastle to reply)
|
|
Message has 1 Reply:
Message is in Reply To:
12 Messages in This Thread:
 
 
- Entire Thread on One Page:
- Nested:
All | Brief | Compact | Dots
Linear:
All | Brief | Compact
This Message and its Replies on One Page:
- Nested:
All | Brief | Compact | Dots
Linear:
All | Brief | Compact
|
|
|
|
