Here's part 3 of a piece from Yahoo featuring 10 tips that will help you get the good customer service you deserve:
8. Escalate. A cousin to the gunshot approach, this step is necessary when your initial attempts at resolution stall. If the customer service agent can't help, ask in a non-threatening manner to speak to a supervisor.
9. Be prepared for the long haul. Poor service can happen in the blink of an eye, but getting it fixed can take hours -- or longer. Reconcile yourself to this possibility and you'll be better able to deal with potential frustrations during the process. Don't give up. That's what some companies want.
10. Cut your losses. Unfortunately, sometimes the best way to handle a customer service disaster is to walk away from it.
My thoughts:
1. As I stated last time, I go for the highest level practical as my first step. I often get results simply because the boss passes it to someone below him and just wants to "get it taken care of".
2. I totally agree with the cost/benefit suggestion. If it's taking too much time or if you are running into a stone wall, then evaluate whether it's worth it or not. It may be to get a $500 car bill lowered to $150, but it's probably not worth five hours of phone calls to get a $20 refund.
3. If the company is simply a jerk and/or won't help you, use your power as a consumer and: 1) Don't shop there again and 2) tell everyone you know about how poorly you were treated. This is what companies are deathly afraid of, so it may not hurt to mention that you plan to do this -- but only as a last resort when it appears that they won't help you. It's amazing how a comment like "I'm not shopping with you again and I'll be sure to communicate this unpleasant situation to my family, friends, and co-workers" will turn the tide with an otherwise unfriendly customer service representative. ;-)
Comments