Reply from Neil PatelMar 16, 2022
Hi Maureen.
Thank you for taking the time to provide us with some feedback. My name is Sarah, I’m Chief Client Officer at NP Digital, and I'm here to make sure we can handle this situation together — but my main purpose is to make sure you're happy. I would like to make sure that we have done everything in our power to make things right.
To better resolve your situation - since we will need your personal and business information - we would like to invite you to contact me or any member of our team directly at [email protected], so we can solve this as fast as possible.
We would love an opportunity to discuss your experience further with you.
We want to make your experience the best it can be — as with more than 5,000 customers around the world, our reputation is built on a high level of service and customer experience.
In addition to solving your problem, or at least having a friendly conversation to find a compromise acceptable to both parties (that I'm sure we can) I want to add something here. I want to say: thank you.
Every time we receive feedback, positive or negative, we extract from this situation something positive for the future of our company. So, you're helping us to be better.
We have an internal process of identifying necessary improvements in our products and services. At the same time, we bring relevant information to our sales team, in case any misalignment happened at the time of closing the contract. Also, we use this material as a way to train our Account Management team to better serve our customers.
Now is the time to talk and find a way to resolve this in practical and acceptable terms together. Thank you for your trust, and we look forward to your direct contact at [email protected] — keep in mind this is our fastest problem-solving channel available.
Sarah
Chief Customer Officer at NP Digital