An email such as this should
never have been allowed to see the light of day, whether or not the
relationship manager felt he was in the right or wrong. The issue is that this
has almost certainly permanently damaged the brand of this institution in the
mind of the customer. There should have been specific training on how to handle
the issue, and most likely the response should not even have come from the
relationship manager in question, or if it did, it, should simply have been an
acknowledgement of the customer complaint and a suggested resolution.
With an estimated 165–190 billion
corporate emails distributed daily,4the sheer volume of electronic correspondence literally guarantees every company ...
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