“We’ve received your complaint. All our customer service reps are actively addressing customer complaints. Your issue will be dealt with in the order it was received.”        

This was the response Carey received when she clicked “SUBMIT” to the online form. Since no other contact information had been provided, she had used the form to submit a compliment, not a complaint. You see, Carey, also a CSR, understood the importance of positive feedback.

Carey returned to the form, promptly chastising the company for failing their employees and, obviously, their customers. She wondered if or when she would get a response.

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