The customers who have received no feedback as to what they apparently did wrong, and were abruptly cut-off? They are "absolutely positive" they are in the right, as they have no idea which rules, if any, they broke, and have no chance to fix the issues.
Or Google, who provided a business service and then took it away with no explanation or ability to rectify? They may believe the customer broke some rules, but have not provided any meaningful customer interaction mechanism to allow for errors. There will always be errors with populations this large.
Three ideas:
1: Charge people/businesses for making a complaint about termination. If the termination was done in error, then refund them the fee (at least). Use the fees to pay for customer service staff.
2: Charge people for account reactivation, regardless of (almost all) causes. Steadily (exponentially) increase the fee, but allow for 1: as well.
3: Be extraordinarily explicit when telling customers why their account was terminated/suspended. Stop the guessing game and show the evidence you have. That will both for Google to make sure the evidence is sufficient to be public, and make the customer aware of just what went wrong. Allow them to fix the issue and reapply.
Above all the current aproach is placing the customer's concerns last, not first. That needs to change before we will trust Google with our important business or personal data.
The customers who have received no feedback as to what they apparently did wrong, and were abruptly cut-off? They are "absolutely positive" they are in the right, as they have no idea which rules, if any, they broke, and have no chance to fix the issues.
Or Google, who provided a business service and then took it away with no explanation or ability to rectify? They may believe the customer broke some rules, but have not provided any meaningful customer interaction mechanism to allow for errors. There will always be errors with populations this large.
Three ideas: 1: Charge people/businesses for making a complaint about termination. If the termination was done in error, then refund them the fee (at least). Use the fees to pay for customer service staff.
2: Charge people for account reactivation, regardless of (almost all) causes. Steadily (exponentially) increase the fee, but allow for 1: as well.
3: Be extraordinarily explicit when telling customers why their account was terminated/suspended. Stop the guessing game and show the evidence you have. That will both for Google to make sure the evidence is sufficient to be public, and make the customer aware of just what went wrong. Allow them to fix the issue and reapply.
Above all the current aproach is placing the customer's concerns last, not first. That needs to change before we will trust Google with our important business or personal data.