In this country, companies are quick to shift the blame and possible legal liability elsewhere. Customer management too often is conducted with an eye to pre-empting litigation than to resolving complaints.
Not so in the United Kingdom, it seems. There, companies are so quick to apologize and try to make amends, they don’t always read the letter of, er, complaint first.
According to Reuters, Steven Walton wrote to Virgin Trains in appreciation of a good trip.
Upon receipt, Virgin apologized and sent a refund. A second note followed, apologizing about the delay in responding to the first letter.
Walton was amused. Virgin called it an “administrative mistake.”
“The letters were obviously a completely inappropriate response,” the company said.
We must confess to a completely inappropriate interest in what Virgin sends to dissatisfied customers.
Network
