The Consumerist has posted 28 Tips For Winning Customer Service Phone Battles - taken from the viewpoints of both sides of the coin - the customer and the rep. Here are a couple that I like:
6) Don't think the world revolves around you
12) Keep calmly repeating your story
22) Don't blame reps for corporate policies
23) Remember the other person is a person
People who work in customer service - of all people - should be more understanding of our fellow customer service reps. When you start to feel angry or frustrated with a customer service rep, perhaps taking a deep breath, hanging up with the person and then calling back to talk to someone else who is more giving should do the trick. Hopefully you won’t have to wait another hour to talk to someone!
Photo Credit: Kenn Kiser
You share really great points here.
I've found that when I've had problems that customer service reps enjoy a little kind word from me. Then they go overboard to help. They hear harsh words most of the day so my words are like a little oasis in a desert. Like they say, "Flies are attracted to honey and not vinegar."
Posted by: Robyn McMaster | January 18, 2007 10:33 AM | Permalink to Comment