Should customer service officers keep to committments they make to customers?

I hold the same belief as you. If a company has promosed the customer something, then they must deliver it. Unfortunately that doesn't always work. I suggest that you ask to speak to the general manager or someone with authority to make decisions. Sometimes, theings can't be done because those at the bottom of the hierarchy are not empowered adequately and therefore aren't allowed to make any decisions. Perhaps you could also write in to the Quality Service Manager or someone with higher authority. With a written request, you'd have proof that you had sought help many times but to no avail. And as a last resort, you could seek help from the consumers association or write to the press. Usually that works. Good luck and I hope this will be resolved soon. :)

I am a part-time person at an appliance repair shop.Our biggest problem is with parts arriving within a reasonable time.Some manufactors are VERY slow in sending parts.Since I answer the phones,I get some upset customers.If I make a promise to the customer(ie,finding out where their part is or seeing where the tech is),I make a separate note for myself so as to follow up.If I can't get a straight answer from the dealer,I will call the customer and tell them that.If the dealer says he will get back to me,I will phone the customer and tell them that too.I put these calls on a seperate hook so that I follow up on them .Most people want to know someone is at least hearing them.At the end of the day(on my own time) I will call them with a summary of what I have heard and promise to continue searching the next time I am in.After service is probably more important than the sale as it is what the customer will remember most.

I would just keep calling,and calling,and calling until I got an answer. I wouldn't pay any heed to what they say until I got an answer.

Thats a bad customer care experience that you had. I feel sad about that. I believe that when a customer care agent tells you that they would call in a particular, they should keep their promise. And if in such case after 3 days they weren't able to call the customer they should FIRST apologize for not calling and apologize as well for the inconvenience this has brought to the customer. It is truly sad that they reacted that way towards you, even if there are many problems similar to yours, they should have taken note of their commitment to the customer or else they will surely lose a lot of clients/customers. In most Customer care agents are trained to answer calls with delicate tone of voice and words. To be always helpful and to show empathy (to put herself in the customer's position). I hope all was cleared out after all the hassle though, whatever your concern was with them because that is why they are existing "to resolve the problem of the customer and more importantly to TAKE CARE of their customers". :)

They company rep makes a promise then they shoudl follow thru on it no matter who made it show integraty and commitment to there product now with computers adn technology changing so fast they delay ya for months and by the time they get to you it is obslete so they try to get you to buy a new one one they have the manual for and can tell you what is wrong with it.