All Companies - Customer Service Calls Informative - What to do when you call customer service about a complaint or issue

Review by Harold on 2006-10-02
When you have a complaint or issue with a company such as Adelphia or Dell Computers regarding their product or service ALWAYS get the person's name or ID number you speak with when you call customer service. Start the call out on a friendly tone and ask them for their help. And as an "oh by the way, I did not catch your name?" The agent will tell you. You will need this information if you have to follow up again with the company. I would recommend you try customer service two or three times to get help. If after your third attempt you can not get your issue resolved then contact someone in the President's or CEO's office. Again, get the person's name you speak to. If possible get a fax number and email address as well. If you are legally right in your cause, and you are "right' in pursuing your cause, DO NOT QUIT! If you do not quit and you are right-you will prevail! I have posted some more helpful tips on my blog at my profile as well. Hope this helps! Harold
Comments:3 Replies - Latest reply on 2006-10-02
Posted by James on 2006-10-02:
Also, try this. Ask if it is ok to record the conversation. If you have a recorder, record it!
Posted by Anonymous on 2006-10-02:
But, before you record the conversation, make sure it is legal to do so. Some states have laws that require both parties to consent others require only one and they must be told it is being recorded at the start of the conversation.
Posted by Harold on 2006-10-02:
Jop-Now that is a great idea. And as Robf reminded, do make certain that they consent to being recorded. You have heard the statement on some calls, "this call is being recorded for training purposes." You might say something like, "Mary, I am going to record this phone call and conversation. Do I have your permission to do so at this time?" Then state the date and time of your call and that you are starting the tape. Tell the person on the phone, you have started the tape and then begin your actual conversation. Great advice. Thanks!

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