By Christopher Gallagher
From time to time we all experience bad customer service and even some will experience horrible customer service – what do you do then? Let me first describe four steps in making a Customer Service Call, then let me provide you with our steps on handling horrible customer service.
First Four Steps in Making a Customer Service Call
- Call the agent by name. Whenever they responded to your call, they provided their name, so call them by their name. There is nothing that most people like more than being call by their own name.
- Identify with the agent. Ask them how their day is going and try to identify with the thoughts and emotions they are feeling. They may have had a horrible day, you are the 11th caller, and the first 10 have yelled obscenities at them. Be patient and identify.
- Take your time. In fact, do not seem to want an answer in the next 3 seconds. Give the representative time to provide you with an answer. I often tell the representative to take their time and I am all right to wait when I hear frustration in their voice. Also, take your time describing the problem. The agent needs to know the entire problem to be able to work it out.
- Be kind and considerate. Remember, they deal with some hateful people each day and their jobs have tremendous burnout, so be kind to each person you talk to.
Now you know the first four steps, what do you do if you have a hateful and complaining representative respond to your call? Here are four steps I have taken to get good results:
Four Steps to Handle Horrible Customer Service
- Journal your calls. Whenever you call, no matter what the problem, keep a journal of your calls, times, names of the representatives and other relevant information. This helps you to have the best memory recall possible to solve the problem. Go purchase a nice bound journal to help with your memory.
- Get a badge or representative ID number. Every customer service representative has an ID number or tag they are to give you the moment you ask. Some agents try to keep you from getting the number, because they know it means trouble for them if they are reported.
- Ask for a supervisor. Every agent has a supervisor and every supervisor has someone above them; everyone has someone to report to, even the highest position in the company! When you do get the supervisor, report the issue you are having before reporting the trouble with the agent. You can describe the problems with the agent later, just remember to pull your information from the notes you are created.
- File a formal complaint. Inform the company you are going to file a complaint with the Better Business Bureau and one other place. You can tell them you are making a complaint if the problem is not solved before the phone call is over. If you take this step, be ready to hold on the all for a usually long period. When you file your compliant send a copy of the complaint to the company as well as the Better Business Bureau. If I have paid for an item with my credit card, I will also call the credit card company and voice my complaint. You might consider calling the store where the item was purchased as well.
I hope that utilizing the first four steps will cause the last four steps never to happen; but we know disgruntled customer service agents are you there. Continue to pursue your goal of living well and treating others excellent.
**Special Note**
If you have a positive customer service experience, let the company know. Most companies are seeking to provide great customer service and they want to help you. When you get a great customer service agent and your problem is resolved, ask them for their ID number and tell them you are going to write a letter to the company and describe the great job of the agent. As soon as you hang up the phone, begin writing that letter. (Remember to note all the information and highlights from your Customer Service Call Log.)
Live better starts now!
