Today I got a response to my letter to the president of JC Penney.
A very nice person called to assure me that JC Penney took customer service seriously and that my glasses would not only be replaced, but my warranty on the lenses would be good for a year after I get the replacements and they were also sending me a gift card. She also assured me that she would follow up and give me a call when the glasses were ready for me to pick up.
Frankly, I don't need any gift cards, although I won't turn it down. I am, however, very happy to see that the company responds to complaints and wants to keep customers satisfied. The sad part of all this is that it took a letter to the president of the company to get action, which means that they need to do some employee training!
I know the economy isn't good, and usually training is one of the things that companies scratch from the budget under such circumstances, but management should think twice about NOT training employees in customer service skills. The lady who contacted me on behalf of JC Penney said that one call to a regional manager from the local employees could have solved the problem quickly. I'm sure the local employees would have been happy to get me off their backs with a phone call, but it didn't happen.
Marketers... make sure your company is doing its best in customer service and protect your "customer lifetime value!" All the advertising dollars in the world can't un-do the damage that results from bad customer service. And be happy if customers complain. You'll have the chance to fix the problem. If they just walk off and don't complain, you don't have a clue that there is a problem.
I'm waiting for JC Penney to follow through.