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Is it appropriate for Customer Service to appeal a poor rating to the reviewer?
Peachtree Rex
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in The Bridge
Recently, I was displeased with the answer I received from a particular ticket. As such, I gave a bad review with an explanation as to why.
The handling CSR proceeded to message me again to appeal to me to change my evaluation.
In my opinion, this is a completely inappropriate action. If the CSR feels there are mitigating factors to my evaluation, that fact should be taken up internally, not with the complaining customer.
For reference, the ticket is 418354. In accordance with community guidelines, I have not included the CSR's name nor an exact copy of the correspondence.
The handling CSR proceeded to message me again to appeal to me to change my evaluation.
In my opinion, this is a completely inappropriate action. If the CSR feels there are mitigating factors to my evaluation, that fact should be taken up internally, not with the complaining customer.
For reference, the ticket is 418354. In accordance with community guidelines, I have not included the CSR's name nor an exact copy of the correspondence.
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This discussion has been closed.
Comments
I will look into it and I am closing this thread .
Giving a bad rating because you do not like a policy or a design decision is NOT the way to go.
Please try to keep this in mind, thank you