Question:
Why do you use the term "business or organisation" throughout the nocustomerservice.com site?

Answer:
We use the term, business or organisation, because this site covers all sorts of businesses and Government agencies as well. If we just used the word company it would be inaccurate and our site visitors might think we don't intend to include not-for-profit and government agencies. We do!

Question:
Why do you use the nine guiding rules?

Answer:
The nine guiding rules were developed from some the six guiding principles and the seven standards of good service developed by the Adam Smith Institute in the 1980s. Their rules were hard to understand and difficult to apply. They provided the catalyst for the development of a more simple and easier to understand set of rules which make more sense when applied to business - whether in the private or the public sector.

Question:
How do the rules work?

Answer:
The nine guiding rules help us to understand what is going on between the customer and the staff of the business. Many businesses make the mistake of thinking their business practice is all that matters (How many items they sell in how short a time and how much money they make). When customers complain about the service transaction, businesses often are unable to understand how to react in the customer's best interests because they are focussed on their businesss not the customer. This site is all about when the service transaction goes wrong and some or all of the rules are broken for the customers.

Question:
Why do we have to answer the questions before our complaint goes live on to the web?

Answer:
We need you to answer the questions because the questions turn the information of your complaint into data that we can quantify and use for our reports and publications about bad service in Australia. The complaints on their own are very interesting and provide us with a lot of information. However, we need to take the complaint to the next step to make it more useable. The only expert about your complaint is you. So, the best person to turn the information into data using the questions on the nine guiding rules of good service is you.

Question :
Can I be sued about my complaints story?

Answer :
Only if what you write about the business or organisation is defamatory or a lie. That is why it is important for you to be very clear about what actually happened. The nine guiding rules of good service are designed to help you get your thoughts very clear about what happened to you in the service transaction that went wrong.
Make sure you stick to the facts and tell it like it happened. Don't get involved in writing insults about the business or organisation. Your bad service story will be enough to show them for being bad at service provision in your case.

The personal PIN number you receive via email, after your story goes on the web, allows you to go back in to your story to edit it if you decide you many have been a little "over the top" in your telling.

Question :
Why do you use the term “business or organisation” throughout the nocustomerservice.com site?

Answer :
We use the term, "business or organisation", because this site covers all sorts of businesses and Government agencies as well. If we just used the word "company" it would be inaccurate and our site visitors might think we don’t intend to include not-for-profit and government agencies. We do!

Question :
Why do you use the nine guiding rules?

Answer :

The nine guiding rules were developed from some of the six guiding principles and the seven standards of good service developed by the Adam Smith Institute in the 1980s. Their rules were hard to understand and difficult to apply. They provided the catalyst for the development of a more simple and easier to understand set of rules which make more sense when applied to business - whether in the private or the public sector.

Question :
How do the rules work?

Answer :
The nine guiding rules help us to understand what is going on between the customer and the staff of the business.
Many businesses make the mistake of thinking their business practice is all that matters (How many items they sell in how short a time and how much money they make). When customers complain about the service transaction, businesses often are unable to understand how to react in the customer’s best interests because they are focussed on their businesss not the customer. This site is all about when the service transaction goes wrong and some or all of the nine rules of good customer service are broken for the customers.

Question :
Why do we have to answer the questions before our story goes live on to the web?

Answer :
We need you to answer the questions because the questions turn the information of your story into data that we can quantify and use for our reports and publications about bad service in Australia and internationally. The stories on their own are very interesting and provide us with a lot of information. However, we need to take the story to the next step to make it more useable. The only expert about your story is you. So, the best person to turn the information into data using the questions on the nine guiding rules of good service - is you!