Top Ten Tips - Dealing With Customer Service Reps
By Tip Diva | Mar 30, 2008
Categories: Behavior, Computer, Difficulty, E-Mail, Etiquette, Manners, Products, Services, Support, Technology, Tips, Websites
From computers to products purchased off of a shopping network, everything seems to come with a customer service number nowadays. And there will be times when you’ll have to call and speak to a customer representative, because a product is not performing as promised or to your liking. Here are tips on dealing with customer service reps:
- Go Through A Chat Room Or By E-Mail, If Possible - This way, you’ll have a written record of what was discussed. But if you need to call…
- Ask For The Representative’s Name - And employee number, if he or she has one. In case you you need to further call back about a problem, you can say you talked to this person at this time.
- Explain Every Step You Took - Make sure you note down every step you took before, during and after the problem occurred. Times would be helpful, if possible. The more detail you can give, the more the rep will be able to help you.
- Write Conversation Down - Write down key points of the conversation, such as steps needed to resolve the problem. Don’t just rely on your memory.
- Ask For Directions To Be E-Mailed - If possible, ask for resolution steps to be e-mailed to you, so you have a written record.
- Be Firm, But Not Nasty - If you are not getting the solution or help you are looking for, be firm in asking for what you need. However, do be nasty with the rep, because it will affect how he and others will handle you.
- If You’re Not Getting Through To Rep, Ask For Supervisor - If you’re not getting through to the rep or he or she is not handling the situation in a manner you’d like, ask to speak to a supervisor or manager.
- Get Case Number - Before you hang up, make sure to get a case number. Sometimes this is not needed if you already have a customer number, but it never hurts to ask. Write it down.
- Fill Out Customer Service Survey - Many times, the rep will send you a survey at the end of the call or chat session. Fill it out so the company is aware of how the rep performed.
- If All Else Fails, Write A Complaint Letter - Address it to the top person at the company, and explain what happened. Make sure you include all details including steps taken, who the rep was, what you discussed, why the resolution was not to your liking and a case number. See Top Ten Tips - Writing A Complaint Letter.
Other Tips To Check Out:
I usually don
This all seems very common sense. Another tip I came across is related to asking for the supervisor. First ask for the supervisor’s name. Apparently some crafty “customer service” reps just put you through to a friend who pretends to be the supervisor.
Personally when I am complaining about some regulation or other, I always preface the complaint with “I know this isn’t your fault, but … “. This helps stop the rep getting defensive, and is no more than the truth - they’re often poorly paid & trained cannon fodder.
Regards
Guy