E-Mail Customer Service Complaints

Rich Tehrani : Communications and Technology Blog - Tehrani.com
Rich Tehrani
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E-Mail Customer Service Complaints

Few things annoy me  as much as poor e-mail interactions with companies I either purchase from or am thinking of purchasing from. I am sick and tired of companies who send me an auto-response e-mail and then never follow through with the promised e-mail.

Generally, the situation is improving but it is still far from perfect and there is a long way to go before online customer service gets to the point where I would call it great. One of the reasons Amazon does so well is that they have really focused on customer service and it shows.

TMC's David Sim's (articles, blog) addresses this very issue in a quirky post called Newton's Law of E-mail, which as you might imagine discusses how every e-mail has an equal and opposite e-mail.

I am told this law has some applications in other fields as well.


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