I've recently had to log more than one customer complaint, with different companies. Here's the strategy that worked for me:
Strategic, polite and persistent customer complaints have netted me this month: anew washing-machine manual, which should arrive any day; a $35 Sears gift card, which hubby promised to spend on me rather than himself, LOL; a promise to replace outright an item I'd sent in working condition for “evaluation,” that came back broken; and a promise to repair or replace a second item, damaged due to a power outage. (Yes, it was plugged in to a surge suppressor.)
Ya gotta love companies that take customer service seriously.
By Lelia Jo Cordell from Springfield, OH
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Good advice.Thanks for sharing.
Keeper
I always start out decent but when they give you the run around, I ask for a supervisor. I recently called "Country Crock" margarine company. I complained because the tub of margarine would get water in it whether it was in the frig or not.
The lady was extremely pleasant, explaining that it happens sometimes when the margarine was subjected to extreme exposure (like very hot) temps. She apologized and I assumed they would be sending me a coupon for one free one. I was surprised that they sent three to me! That will keep me in margarine for quite awhile! And their customer service was beyond reproach!
Excellent advice, JPJ! The only thing I could possibly add to your advice is when you're noting the employee name(s) that you talk to also note the date and time. That's helped me greatly in the past and more than one supervisor was easily able to track a bad employee for reprimand; especially for large companies who outsource their phone call center.
Normally Sears will drive one crazy. But you are right, you get better results speaking softly. Once I bought a couch from them which they later told me was not in stock so they sent me a loaner for a few weeks. Three months later I still had the loaner and they told me my couch would not be coming in.
I bought one from someone else and called Sears to tell them they had to come and get the loaner on Wednesday because my new couch was coming Thursday. They said they could not get it before a week. I softly told them fine your couch will be in my front yard and they came the next day.
Nicely thought out and well-written article Jo.
Always keep in mind how many crooks there are out there looking for a FREE ride though, and you'll understand why companies' Customer Service reps need good training in order do do their job. Not every company is willing to give them the training they need to spot the crooks from the honest people with legitimate complaints.
That is another reason to ask for a supervisor immediately as soon as you realize you're not getting through to a poorly trained customer service rep. My motto has always been, "Go to the top" ASAP.
Thumbs up. Pookarina
Wow, I'd forgotten how many of us have had some bad experiences with so-called customer-service "professionals." I also forgot to mention that I do, indeed, write down dates and times, as well as the CSR's ID number when applicable. When all else fails, I've been known to take my business elsewhere. I try hard to be nice because my own daughter is a CSR. I remind myself that the person on the other end of the line is someone's beloved child, sister, brother, husband, or wife.
Oh, and I also had one good customer-service experience I wanted to share: We bought a can of Glory brand greens several years ago that tasted like straight jalapenos - yikes! We're not into super-spicy food, so couldn't finish the can. I found the company website and used the email option. I asked if the greens were supposed to be so hot?
The person who responded was very sweet, apologized very nicely and sent three free-product coupons. We still buy Glory brand greens when we don't feel like cooking them (even though hubby doesn't like so many stems in his greens).
You are right PookaRina. I find that after talking to a Customer Rep for a few minutes and that this person is not willing to help me or understands the problem. I will ask for their supervisor asap. This cuts throught a lot of aggravation on my part.
You are so right about keeping your "cool" when lodging a complaint. I work in customer service and we all but turn ourselves inside out to help our customers and most of the time it's a joy to do so....other times, not so much.
Anyway, I had to call Michigan Bulb last night about a $100 order that hasn't been shipped yet for "Fall Planting". While the CSR was ok, he was borderline rude and I got nowhere. Now, can someone tell me how to reach a higher up with this company, because I can't find who that would be on their web site. I personally will not ever order from this company again.
Chef4u, there are few scenarios for asking for a supervisor or getting a resolution :-)
The first thing I try is kindly saying to the rep (as if I am dense in the brain), "Would you mind transferring me to a fellow rep because I just don't understand what you're trying to explain to me. It's not your fault, it's mine." You'll be surprised how nice and sympathetic the rep usually will be and will immediately do so without coping an attitude or hanging up on you. The next rep usually is able to do one the other hadn't.
Then there are times the reps are downright inept, egotistical or snotty. That's when I take a deep breath and give them oodles of stroking by getting more personal (sympathetic) with them. It can be anything from mentioning how hard I know their job is, or letting them know how I hope they don't have customers all day long that don't understand or are difficult, or that I feel sorry for them that things are simply behind schedule at the company (as in shipments) and that they have to take the brunt of it.
Most of the time the rep will chill out immediately, start talking like you're their best buddy and, in some cases, have even had the rep ask if I would mine holding on while they talk to their supervisor to see what they can do. Doing this works the majority of the time and, even if the problem is not resolved right then and there, the problem is moving forward to resolution.
When I am getting really flustered and the conversation is going nowhere I simply ask for a supervisor. I say something like, "I so understand how difficult your job is and that there is only so much you are allowed to do to help me. Would you pretty please transfer me to a supervisor who is in the position to be able to do so?"
Another thing is to simply hang up and dial again. The chances of getting that same rep are slim to none.
Oh, and remember that even a supervisor has a supervisor. Move on up the ranks if you have to ;-)
A personal story that wrenches yet warms my heart: There has been one time I was so torn for the rep and I will never forget it. He was trying so hard and was so polite but because he had such a thick accent I could barely understand a word he was saying. He tried and tried. I finally had to ask if I could be transferred to a fellow rep. I explained why and let him know it wasn't his fault that I couldn't understand, and that I was so appreciative he was being so patient with me (and I meant that from the bottom of my soul).
There was a silence and then he let me know he was working hard on the accent and that he appreciated my kindness and understanding. He went on to tell me he wished everyone would be as nice and patient and said he would never forget me. Wow! Once I was transferred I told the new rep that the young man (gave his name) who transferred me was an asset to the company, and that I hoped a good word would be put in to a supervisor on his behalf. When the new rep had finished helping me he asked if I would mind holding and tell the supervisor personally. I did and the rep transferred me. That was one of the best feelings I've ever had and I remain true to that company to this day. :-)
I guess I share that rep story to remind everyone that it's a real human being on the other end of the phone.
I have one last word on this subject: when all else fails and you can, show up in person. I spent several months trying to get the Sears gift card I'd been promised, Hubby wouldn't take me to the local store, but a friend would. I printed all my notes and took them with me. I showed my printout to the Store Manager.
The next day, I got a call from a very nice man from Corporate. Within three days from my conversation with Corporate, I received my gift card via email. The gent from Corporate bumped it up from the original $35 to $50, since I'd had such a hard time getting results. I'm a happy camper - I bought hubby a pair of pajama pants and myself a badly-needed pair of slippers. :)
Yes, I agree with you 100%. However, when you are dealing with a large corporate elephant, this route is not effective. They have too many spokespersons that you travel through and then told what they decide versus discussing with you, their decision!
When all else fails, enter your complaint on the company's Facebook page. When it's feasible, look up the name of the company's president/owner and write to them.
Good advice but won't work when you're trying to talk to someone when there is a language barrier. I always try to keep my cool knowing that person is just trying to do his/her job the best he can but I've been "hung up" more times than I can count. In dealing with technical problems I've been told that my hard drive is corrupt in order to end the conversation. If they're tired of dealing with you they will either hang up or make up some solution. Frustrating for both parties.
You can catch more flies with honey than vinegar.
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