A lesson from Parcelforce on how not to send a customer service email
Content Brewery founder Malcolm Auld rails against ‘do not reply’ emails, sending as a team, and why aiming to reply within four days isn’t good enough.
Here’s a very good lesson in how not to treat a customer…
The following email was sent to me by a colleague, who was waiting on an urgent 48-hour air shipment from Parcelforce.
Just a heads-up folks – if the first words a customer reads on your email are “Do not reply to this email” you are in fact saying “we don’t give a stuff about you”!
Too true, I hate those “do no reply” emails with a passion!
“We’ve got your money here’s your invoice, if you’ve got a problem go and find the answer on our website or find the contact form and if it submits properly we’ll get back to you eventually”.
Amazon, which is lauded for its customer service, does this “do not reply” on their purchase emails. Scale matters I suppose…
The whole multinational system is designed to disguise their inability to respond to simple answers in hurry. Have you tried contacting Telstra lately with a simple question such as ” when will my internet be connected ? ” following a move to a new location.
‘Never use a typist to write your copy – use copywriters.’
Amen.
To be fair, I don’t think typists have existed since about 1987.