Research into customer complaints by CDC Software & Henley Business School reveals
the funnier side of customer complaints
Burnham, UK, September 14, 2011 — The customer complaints and feedback management specialist, in association with Henley Business School, asked over 200 customer service professional to detail the funniest, most unusual or seemingly outrageous customer complaints they have received in recent years.
The question was asked as part of a wider research project into customer service levels in the UK and the public’s perception of customer complaints management: “The Future of CRM”.
A supporting roundtable discussion, the research highlights, a customer service industry Vox Pop and a video summary of the funny complaints can be viewed at www.youtube.com/watch?v=zOEAhVakGL8
The 20 funniest ‘complaints’ are listed below.
1) A customer phoned following the delivery of a curtain pole. On finding the customer out, the driver decided it was possible to deliver the pole - through the letterbox. When the customer returned they found their pet dog pinned to the wall!
2) Following the purchase of a dishwasher, a customer returned to the store and announced: “The drum on the dishwasher is quite obviously faulty – when set to wash water sprays, but the plates don’t spin!”
3) A student contacted a food producer saying the fish dish he’d eaten contained a fish hook on which he’d almost choked. An investigation proved the fish was trawled (net caught) and no hooks had been used! The student apologised for attempting to falsely obtain compensation!
4) A customer complained the ham he’d purchased was unreasonably salty and demanded a refund. The grocery retailer advised he was happy to provide a refund on return of the remaining ham. The customer said this “would be impossible” he’d consumed the remaining 480grams of offending ham!
5) A supermarket customer complained their bill was incorrect. The assistant explained that a number of in-store discounts had been applied, hence the lower than expected total. The customer took this as a criticism of their maths skills and demanded to speak with the manager. Despite further explanation the customer insisted on paying the higher amount!
6) On receiving a call advising their contact lens order was early and could be collected, a customer complained to the head office complaining that the ‘overzealous’ ordering system was akin to high pressure selling!
7) A customer threatened to escalate his complaint to director level having failed to reach a satisfactory resolution with customer services. Adamant his phone should withstand a full wash cycle he insisted not only on a replacement handset, but on an up-grade as added compensation. The pocket of his jacket was “clearly” marked as waterproof!
8) A customer returned a television to the shop complaining it was faulty. On being told he needed to remove the packaging, the customer demanded a refund stating that at “no point in the sales process” had he been told he’d be required to remove packaging!
9) A holiday maker contacted his insurance company following an incident in a hired campervan: “I put the vehicle into auto-drive, walked to the rear of the vehicle only to be thrown to the floor as the “auto-drive” failed and launched us at some speed into the hedgerow, hence the damage to the campervan!”
10) On return from a “farm stay” camping holiday a family requested a full refund stating their holiday had been ruined by the “intrusive noise of cows mooing!”
11) A pet owner contacted a high-profile department store complaining that the dog coat purchased was not “fit for purpose”. She advised that when dressed in the “dog coat” her rabbit was able to “gnaw through the straps.”
12) A pet shop refunded a customer after they complained the hamster they’d purchased was “neither friendly nor cuddly.”
13) A customer contacted a leading watch brand to complain about the quality of its straps. The strap had failed to withstand a dog chewing it!
14) A customer returned a blouse to a high street retailer demanding not only a refund, but compensation for the vets fees incurred. She claimed the fabric pattern had caused her dog to fit.
15) A high street bank received a complaint from a customer claiming its TV ad encouraged animal cruelty. The ad featured a pet snake being released into the garden.
16) A utilities company received a complaint stating its customer service levels were too high. The customer suggested that the money spent on customer service training could be better used reducing customer bills!
17) A customer contacted their electricity provider complaining they were unable to watch a “vital episode of Coronation Street” due to a power cut caused by high winds!
18) When a courtesy visit was made to a customer experiencing unusually high electricity bills for a two bedroom house seven huge chest freezers were found. It turned out the customer was a taxidermist and used the freezers to store pets before preserving them – hence the high bills!
19) An internal helpdesk received a call from a colleague complaining that she could only view her monitor correctly if she lay her head on her desk. Following an investigation the IT support team rotated the monitor and the problem was solved!
20) A diner complained to the waiter that the Champagne recommended was not as “excellent” as suggested. Despite drinking the entire bottle, the customer demanded a refund for the Champagne!
More details about CDC Software and customer complaints management visit www.cdcresond.com.
Caroline Howlett / Sophie Bailey
About Pivotal CRM for Financial Services
Pivotal CRM enables clear, competitive differentiation by addressing the customer-facing needs of financial services enterprises in the capital markets, commercial and private banking, institutional asset management, and retail asset management industries. The solution is a highly flexible, best-in-class suite of CRM applications that are easily adapted to model the business practices that make each company unique. The Pivotal CRM software suite includes a powerful application platform and additional capabilities in analytics, mobile CRM, partner management and marketing automation.
Designed to produce meaningful increases in revenues, margins, and customer loyalty, Pivotal CRM is used by more than 2,000 companies around the world including Allianz Dresdner Asset Management, Farm Credit Services of America, Federal Home Loan Bank of Atlanta, Julius Baer Investment Management, Mellon Asset Management, Morgan Keegan & Company, Vantage Credit Union, Visa International Asia Pacific and The Ziegler Companies. For more information about Pivotal CRM for Financial Services, please visit www.pivotal.com/FinancialServices.
About Saratoga CRM for Financial Services
Saratoga CRM is a leading CRM solution that enables large, global enterprises to effectively manage interactions with their customers at every stage, from marketing and initial contact through the complex sales, service and support relationships that develop between successful companies and their satisfied customers.
Saratoga CRM for Financial Services provides advanced solutions that enable financial services companies to maximize employee productivity, increase operational efficiency, create new revenue opportunities, improve customer satisfaction, and build a strong, sustainable competitive advantage. Saratoga CRM currently has more than 350 corporate customers. Its financial services customers include ING Investment Management, MetLife, T. Rowe Price, UBS, and Union Investment AG in Germany. For more information, see Saratoga CRM at www.saratogasystems.com.
About CDC Software
CDC Software, The Customer-Driven Company™, is a provider of enterprise software applications designed to help organizations deliver a superior customer experience while increasing efficiencies and profitability. CDC Software's product suite includes: CDC Factory (manufacturing operations management), Ross ERP (enterprise resource planning) and SCM (supply chain management), IMI warehouse management and order management, Pivotal CRM and Saratoga CRM (customer relationship management), Respond (customer complaint and feedback management), c360 CRM add-on products, industry solutions and development tools for the Microsoft Dynamics CRM platform, Platinum HRM (human resources) and business analytics solutions.
These industry-specific solutions are used by more than 6,000 customers worldwide within the manufacturing, financial services, health care, home building, real estate, and wholesale and retail distribution industries. The company completes its offerings with a full continuum of services that span the life cycle of technology and software applications, including implementation, project consulting, outsourced business services, application management and offshore development. CDC Software is the enterprise software unit of CDC Corporation (NASDAQ: CHINA) and is ranked number 12 on the Manufacturing Business Technology 2007 Global 100 List of Enterprise and Supply Chain Management Application vendors. For more information, please visit www.cdcsoftware.com.
About CDC Corporation
CDC Corporation is a China-based value-added operator of, and growth investor in, hybrid (on premise and SaaS) enterprise software, IT, and new media businesses. The company pursues two value-added investment strategies. The first strategy includes actively managing majority interests in its core portfolio of hybrid enterprise software, IT services and New Media businesses, adding value by driving operational excellence, top-line growth and overall profitability. The second strategy includes identifying and executing on opportunities to co-invest with leading venture capital and private equity funds through minority interests in fast growth companies in emerging markets related to CDC Corporation’s core assets. This second strategy, which complements the first, helps to mitigate risk and enhance deal flow for the company. CDC Corporation’s expects to deliver superior returns and additional value for its shareholders through these strategies, as well as through its plans to declare and pay regular dividends in the form of registered shares of its publicly listed subsidiaries and other assets. For more information about CDC Corporation (NASDAQ: CHINA), please visit www.cdccorporation.net.
Cautionary Note Regarding Forward-Looking Statements
This press release includes "forward-looking statements" within the meaning of the United States Private Securities Litigation Reform Act of 1995, and includes statements relating to the ability of Pivotal to address the needs of its financial services customers and the ability to help customers to streamline operations, accelerate growth and improve client relationships with Pivotal CRM software. These statements are based on management's current expectations and are subject to risks and uncertainties and changes in circumstances. There are important factors that could cause actual results to differ materially from those anticipated in the forward looking statements including, among others: the conditions of the service industry; the continued ability of Pivotal solutions to address industry-specific requirements of business services; demand for and market acceptance of new and existing enterprise software and services; development of new functionalities which would allow service companies to compete more effectively and changes in the type of information required to compete in the legal product business. . Further information on risks or other factors that could cause results to differ is detailed in filings or submissions with the United States Securities and Exchange Commission made by CDC Corporation in its Annual Report for the year ended December 31, 2006 on Form 20-F filed on July 2, 2007. All forward-looking statements included in this press release are based upon information available to management as of the date of the press release, and you are cautioned not to place undue reliance on any forward looking statements which speak only as of the date of this press release. The company assumes no obligation to update or alter the forward looking statements whether as a result of new information, future events or otherwise.
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