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A comment on Update: Stripe is holding over $400k of mine with no explanation. Parent comment

Re:Update: Stripe is holding over $400k of mine with no expl... by richardw on Tuesday January 03, 2023 @12:54PM (#34235022)
The company I’ve spent the last 5 years at (just resigned to emigrate) has a rule. If you come across an unhappy customer and don’t do anything, you should be fired. 10k employees, insurance, banking. Nobody moaned because we understand the reasons for it. I embraced it and have escalated many calls.

In a world of indifference, that’s a solid stake in the ground.

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Re:Update: Stripe is holding over $400k of mine with no expl... by ethbr0 on Tuesday January 03, 2023 @02:47PM (#34236956)
A well-known home improvement retailer has a similar rule: you take the time to help anyone with an issue resolve it, or directly hand them off to another employee who can help. No pointing and then ignoring. Or email forwarding and then ignoring.

Granted, everyone is busy and it isn't always followed, but as a guiding organizational foundation one can do a lot worse.

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Re:Update: Stripe is holding over $400k of mine with no expl... by richardw on Tuesday January 03, 2023 @03:23PM (#34237444)
Ours was anywhere. You come across what seems like a frustrated client in a pharmacy, you identify yourself and help. I've helped people who expressed anger at social events. Can't always fix the issue but the company's app has a place for staff to escalate, so it's easy to kickstart the process.
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