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Within two hours, ZilverenKruis responds, striking just the right tone: “Eric, can I hear from you what you mean exactly? I would like to call you, can you send me your 06 in a DM?” As a customer, you feel taken seriously with such a personal first response.
After that, it remains uncertain for a long time how ZilverenKruis is going to handle my complaint. For a DM conversation (Direct Message for non-Twitter users), ZilverenKruis has to follow me. And I have to follow ZilverenKruis. Would every angry customer be willing to do that?
The follow-up by ZilverenKruis also takes two days. In that time frame, the positive effect has already turned uae telegram data 180 degrees for most people and it is adding fuel to the fire: “They do respond, but then just let it slide. On social media, they are also not doing well…”
When ZilverenKruis and I finally speak to each other on the phone after a week, my busy schedule also played a role. That doesn't matter. I have all the time to explain my story and the employee on the line is clearly in listening mode. But she also explains: that a new writing style has been tried out, that it is a search for clear language that works for everyone. We even check together whether I am not insured too extensively. But that is not the problem.
The employee of ZilverenKruis is doing very well because:
She has sound knowledge of the business: both about the 'merchandise' (insurance packages) and the backgrounds of business processes;
She does not become defensive of her employer (but she does not criticize him either);
She seems genuinely curious about my ideas;