Calling customer service can be a trying thing. We all have had horrible customer service calls. Always keep in mind that your frustration should not be passed on to the person who is answering your call. They are most likely stressed about having to deal with rude and obnoxious people day in and day out.
There’s a calmer, gentler way for dealing with miscommunications and unmet expectation.
Know What It Is You Want From Your Rep.
Be specific about what you want, whether it is a replacement product, a refund, a repair, a discount or refund, or something else. Understand what your issue is at hand. If the remote shuts off suddenly explain in deal what leads to the shut off.
I will give you a perfect example. In my all knowing wisdom I purchased a universal remote from Logitech. After many hours of trying to figure out why the thing did not work I grew frustrated! The urge to fling it out the window was merely moments away. I dialed the 800 number and was met with a cheery voice. He walked me through the set up of all of my house remotes. He called back the next night to see how I was doing. It taught me a good lesson. The more details you give the more help you get.
Read the second important tip.
Be Polite.
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Customer service representatives are professionals who have been taught to deal with surly customers, but they are human, and you likely to get a better response if you are civil and respectful. No matter how annoyed you become, don’t swear at customer service personnel. Saying thank you and being communicative help. Ask your rep for their name. I guarantee if you are nice they will be nice. Even if they are not nice and are rude, your respond accordingly. Remember you are not their only call of the day.
Think someone is being rude? They probably feel the same way about you. Freeman Hall, author of the book, “Retail Hell: Confessions of a Tortured Sales Associate” (Adams Media, 2009) says, ”They’re pointing the blame finger at each other, What I’ve discovered after years of waiting on customers is it’s usually — not always — a misconception that occurs when the customer and service provider first encounter each other.” For example, the service provider says “hello” and the customer doesn’t respond. Or the customer thinks the salesperson is ignoring him or her. Many misunderstandings can be averted by simply acknowledging travel industry employees and empathizing with them just a little.bTry saying hello and offer a smile. If you are on the phone refer to them in a kind patient voice.
Read the third important tip.
Document Your Contacts and Product Information
Documents all your contacts with the company about your problem, including when you called (time and date), the number you called, and how your problem was resolved. Be sure to note whether you are promised a discount or refund, an adjustment to your bill, a call back, etc. and when to expect it. Keep your tracking numbers and item numbers. This be a great time to start a house journal. It will contain receipts.
Tell us your best and worst customer service stories! We want to hear from you. You can post them in the comments below.
