To All Consumers Dealing With Customer Service Informative - How To Deal With Customer Service
How to Deal: confessions of a Customer Service Rep
1. Always be respectful to the representative. They have unseen powers. Many will go out of their way to help you if you are understanding and polite. Angry or hurtful words will make them less likely to help you in a friendly and expedious manner. They may think to themselves, “Well, I was going to exchange the product, but this person is being a jerk, so I am going to make them wait on ….”
2. Be diligent and persistent. Keep track of when you call and who you talk to. Gather any reference numbers available. Keep them all in one place and have them handy any time you call. Keep track of what the agents say will happen and when. Always follow up right away. If they say something will happen in two days, call on the third day if it doesn’t happen. I have heard of people who call in November saying they sent their product back in July and never heard anything back.
3. Copy EVERYTHING. If you are told to send your product somewhere, keep a record of where you sent it and when. If possible, get a tracking number. If there is a receiving issue, you have PROOF it was received at its destination. NEVER send your original receipt with your product unless it is specifically required. If you are required to send the original, keep a copy with your records. Also write down the model and serial number, if it is available for your product.
4. Be efficient. If you need to leave a message or write a letter, make sure you get to the point and explain the problem as briefly as possible. Once a voicemail reaches 45 seconds, they are probably done listening. State your name and phone number at the beginning and end of your message. If you have a reference number, leave that as well. Most reps will try to research your situation in hopes of having a resolution for you BEFORE they call you back.
5. Never call the day before a holiday and expect results the next day. Telling me you HAVE to have your TV for thanksgiving football isn’t going to give them the ability to make Fed Ex deliver your TV tomorrow.
6. They don’t need to know that your grandma died, your aunt is in the hospital and you run your own business, as with voicemails, when consumers get into unnecessary, ‘I’m just trying to make you feel bad for me so you’ll help me”, they stop listening. They might even interrupt you, just so you will get to the point. It’s not that they don’t care. It’s simply that you’re the only person they trying to help. Get to the point so they can help you and move on to the next person. If your standing in line at the grocery store and the lady in front of you spends 15 minutes writing a check because she is too busy telling the clerk about the her dogs, you would get annoyed too, right?
7. Do not expect them to know who you are because you talked to them three weeks ago. If you are calling a Support Center, those agents handle at least 25 people a day. 5 days a week for three weeks=375 people they have spoken with since they last spoke with you. Give them a break.
8. Do not threaten with lawyers unless you actually have one. Most of the time agents are no longer aloud to SPEAK to you if there is a lawsuit of some kind in the works.
9. do not threaten to write letters to the BBB or AG when you don’t get what you want, unless the company is clearly not following the warranty. If the warranty says you may receive a refurbished unit as a replacement, contacting the BBB or AG will not change that. The job of the BBB and AG is to make sure businesses are following their own policies as well as any federal or state laws. Just because you don’t like it, doesn’t mean it’s not legal.
10. Do not send a barrage of emails to a corporate email address on a holiday weekend and expect to get a response. I assure you that everyone in the office will have a good laugh at your expense.