Fascinating! So the recipient of the apology is generally unaware that it has been outsourced? Or do they still find it soothing, as bereft family do with professional mourners?
I wonder when something similar will appear for e-commerce.
It seems to me that the process of dealing with customer complaints is pretty well tested and routine at this point. Apologize, either eat the loss (if the problem is serious or not worth the hassle) or spin some BS story (if it's not), then politely ask the customer to rescind their negative review on the e-commerce platform - and if the customer is not cooperating with that last step (which is the most important one for the vendor), continue through pressure, begging and offering freebies.
I feel the whole dance could be outsourced to a professional "customer complaints service", and improved effectiveness would let even more bad sellers thrive with near-perfect review scores for even longer.
It seems to me that the process of dealing with customer complaints is pretty well tested and routine at this point. Apologize, either eat the loss (if the problem is serious or not worth the hassle) or spin some BS story (if it's not), then politely ask the customer to rescind their negative review on the e-commerce platform - and if the customer is not cooperating with that last step (which is the most important one for the vendor), continue through pressure, begging and offering freebies.
I feel the whole dance could be outsourced to a professional "customer complaints service", and improved effectiveness would let even more bad sellers thrive with near-perfect review scores for even longer.