Such a mess. - Customer Service FarHeap Solutions, Inc. Employee Review

Thank you for taking the time to give us your feedback. We do listen and take our employees' (even former employees') viewpoints into account. We are aware of the negativity that permeates the Customer Service department. About six months ago, in an effort to reverse course, our CEO split CS from the marketing department. At the same time, he hired a CS Director, giving her free rein to rebuild CS without micromanaging her efforts. Unfortunately, the old marketing-CS rivalries did not go away. Perhaps the CEO should have stepped in to intervene. Instead, he trusted the two directors to work things out on their own. The company - especially the CEO - is committed to improving matters for our dedicated CS team. We recognize that CS has one of the hardest jobs in the company, as they deal with customer complaints all day long. While we have one of the lowest return-refund percentages in the print industry, we know that they don't get to talk to the 97.5% of our customers who are satisfied with product and delivery. We are trying to find ways to communicate our success to CS, so they can see beyond the phone calls and chat to the bigger picture. Finally, our HR director has been with the company for almost ten years. It is safe to say that he and the CEO have a better relationship than is depicted here. We wish you luck in your new job and hope you think kindly of the people at Farheap who genuinely care about you.