Kearns began a practice of having senior managers personally take phone calls from customers with problems. Try calling the president of an organization with one of your concerns about a product or issue you have with the company. Report what happened on the phone call. (Good luck).
I recently tried to call the President and CEO of Delta Airlines and was routed first to their automated voice response customer service line. After about fifteen minutes on hold I was connected to an agent who said their CEO's office is confidential and cannot be reached from an outside line. He directed me to their Public Relations Department. I called their PR Department in Atlanta and was asked if I was a member of the media looking for an interview, blogger or a member of a television network. I said I was none of these, just a customer who would like to chat with the CEO. The PR person acted as if they were getting an e-mail address and "accidentally" hung up on me. I called her back and asked for the e-mail address again and was given a rather generic one of -- . Next I tried calling directly to the main switchboard again and did not press any buttons on my phone as I was thinking a person would answer if the automated voice response system did not think a touch tone phone was on the call. The system hung up the phone. Not getting anywhere with the company, I tried next going to their Investor Center in the hope his e-mail address would be there. I found that Delta using the first name, last -- definition for their e-mail address. Finally I had his e-mail address, which is Richard.anderson@delta, com. I e-mailed him and asked just for an interview and a chance to discuss Delta service. After a week I received...
Our semester plans gives you unlimited, unrestricted access to our entire library of resources —writing tools, guides, example essays, tutorials, class notes, and more.
Get Started Now