“A wise organization would take to heart the insights of it’s greatest critics to fully excel in customer service excellence. That is the intelligence of understanding both old fashioned and new age methodology in today’s business atmosphere”.
Candace Newton-Chaput 2012 –From “Excellence in Customer Service Strategy for Corporate Intelligence”
What is “Right the Wrong”
Right the Wrong: is an advocacy service for those that are unsuccessful in obtaining satisfaction with a corporation after individual attempts or attempts with the designators resolve process.
“Right the Wrong” is intended to assist in meeting the need of any verified and legitimate situation where WRONG has truly been done to someone. In cases where people/public/courts/ or the system in general has failed to bring about a fair resolution for the person truly suffering, there is usually no where else to turn. People lose hope and wait for years for their wrongs to be righted, if ever.
How are the Needs Identified?
Needs are directed to Candace and her team via email/letter/phone call requests and followed up by Candace or one of her appropriate team members. * Please note in some cases fees may be charged but total disclosure and agreement will be obtained prior to redirecting to a team member that has fees attached.
Who are the Advisory Committee Members?
They are a group of professional and regular citizens made up from Candace’s extensive list of professionals.
Right the Wrong refrains from being used to slander or disguise itself as a political stronghold, but will responsibly assist submitted needs to “make the wrong right”, to the best possible methods. In the worst case scenario the individual (s) will be offered community/care and emotional support where no practical /financial support where no resources would make a difference.
We believe when a “HUMAN hurts a HUMAN it takes ANOTHER HUMAN to heal the hurt.” We need our faith restored in each other and we believe that good overcomes wrong.
Candace’s approach is to bring together the customer and the company/organization to mediate with a positive,” solution minded attitude”.
In the end, ensuring both the customer and the organization are satisfied is the goal of Right the Wrong! Once the solution is provided and the customer is happy, the “Kudos” to the company/organization will be posted on the site.
Examples of “Right the Wrongs”:
COMPLAINT- May 2009
- Candace contacts US customs at Vancouver Airport on behalf of television editor needed in LA and being held back by Customs because of a misunderstanding.
STATUS: RESOLVED! KUDO TO US CUSTOMS: AT Vancouver Airport. Editor granted permission to fly and resolved within 4 hours.
COMPLAINT- July 2011
- Candace contacts CEO Mel Karmazin of Sirius Satellite Radio in the United States regarding a customer being refused a trial service
STATUS: Resolved in under 24 hours- Customer is satisfied
COMPLAINT: June 2011-Jan 2012 Royal Bank- Credit Department- Increases credit rating to long term customer
STATUS: RESOLVED! Bank provided an excellent loan and interest rate! *** KUDOS TO RBC CANADA!
COMPLAINT July 2011
- Candace contacts Lindsay Gordon’s Office, President of HSBC Canada- regarding a customer dissatisfied with service after 10 years of dealing with the bank.
STATUS: Unresolved due to Corporations Lack of response
COMPLAINT: Jan. 2012- Candace attempts to contact CEO AMAZON.com
STATUS: Unresolved issues with barriers to CEO or VP not willing to hear complaint.
COMPLAINT: June 2011-
- Candace contacts CEO of Sunlife Canada, regarding a customer who cannot “cancel a joint life insurance policy”.
STATUS- Unable to resolve due to corporations lack of response
COMPLAINT: MARCH 2012 APPLE US – Provides inaccurate information
- Causing customer to completely lose phone service.
STATUS: RESOLVED! KUDOS TO APPLE! Issued brand new unlocked phone to customer!
COMPLAINT- Jan, 2012
- Candace contacts FIDO Executive Office on behalf of a client- Customer received a new IPhone 4 and new contract.
STATUS: RESOLVED! KUDOS! within 20 minutes
COMPLAINT:MARCH 2012- Poor Customer Service- Scotia Bank
- Poor customer service- systemic within company training.
STATUS: Unresolved due to lack of commitment to practicing excellence in customer service, blames customers for their failures in customer service standards.
COMPLAINT: APRIL 2012 -Poor Customer Service Follow up with Capital One Credit Cards
- Privacy violation- unwilling to acknowledge or respond.
STATUS: RESOLVED! Company went above and beyond to repair relationship with long standing customer Kudos to Capital One Credit Canada
Companies that have gone “Above and Beyond”
Corporations You can Trust: