How to get what you want with customer service
In my circle of family and friends, I am known as the ‘killer customer’.
What this means is that I know how to get what I want when speaking to a customer service issue! My family would marvel at how I would call my cell phone company to air a complaint, and end up with my bill being reduced, free services like text messaging and a brand new phone! This happened so many times, a ‘free phone’ is a joke in my family.
I would be the ‘hired gun’ when my parents, brothers or kids had a customer service issue. After months and weeks of their reaching brick walls, I would usually hang up or walk away with exactly what I asked for, whether it be a refund, discount or something else.
Why was I successful when they were not? There are a few secrets to getting satisfaction.
Number one: Do not be hostile. Keep it business-like.
Number two: (one which most people do not do) Be specific about what you want and expect. If all you do is complain and rant, the customer service rep has nowhere to go. They will certainly NOT offer you something you are not asking for. All they can do is say “I’m sorry for your pain.” That won’t satisfy you will it?
Number three: Do not waste your time with low level reps. If you know you have a difficult issue, ask for the supervisor immediately.
Number four: Document everything. Keep notes and dates, times and names!
Number five: If you don’t get what you want, be persistent, and call back at a different time. Different ’supervisors’ have different personalities.
Number six: If you STILL don’t get what you want, then write a letter to the CEO and the Legal Department.
Here is a particularly good site for letter writing tips: 1o Secrets for Writing Killer Complaint Letters