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Check Yourself for Outstanding Customer Service
Recently, a business associate, Mike, mentioned that he was doing a show at a local university and stopped by the faculty dining hall to get lunch. He said that, while waiting on line, the service was poor. The line moved slowly, the...
Credit Card Companies Feeling The Heat - says Moneynet
Credit card companies are losing around £2 - £3 billion a year through offering consumers 0 % deals on balance transfers and purchases.
While so called 'rate tarts' have enjoyed the benefits of switching debt between credit card providers - at...
Due Diligence 101 Or What You Do Not Know Can Kill You!
Introduction:
This article is written as a general discussion on the subject of “Due Diligence”. It is for informational purposes and not intended to be a definitive guideline for your exact situation. You should consult the appropriate...
Freelancers and Small Business Need a Budget
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What is the future of On-Line business? Should you still get excited?
Let’s get out the crystal ball and see what is becoming apparent. In North America the statistics are such that soon more then half of all homes will have access to the internet. The thought of this must just tickle Bill Gates to bits. The computer...
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Battling with Customer Service: How to Win the War, Part 2 of 2
If you've already read Part 1 of "Battling with Customer
Service: How to Win the War," congratulations! You're halfway to
becoming a pro. Follow these last five steps and you'll be on
track to bending the minds of customer service representatives
everywhere. Without further ado...
6. Don't drink and dial.
It seems like a good idea at first; the mind says no, but the
six-pack says yes. You've had a great relationship for years.
Why throw it all away over a silly dispute? You decide to pick
up that phone, one last time, and see if they realize what
they're missing. Has this logic ever worked? Here's a hint: no.
Calling customer service in an obviously altered state of mind
will cause your pleas to fall on deaf, yet slightly amused,
ears. If you want customer service to take a complaint or
concern seriously, save the six-pack for when you call your ex.
7. Call during off-hours.
Yes, hold music is corporate America's version of water torture.
To keep your sanity intact, try calling during off-hours. What
are off-hours, you ask? If Company X has 24x7 customer service,
try calling after 10pm. If not, try calling Tuesday-Thursday
between 10am-8pm or any time on Sunday.
8. Don't call a "special number."
The blog of a spurned employee, a news station, or a radio show
might give you some kind of "secret" and "internal" number to
Company X. They may claim it will eliminate hold time.
Oftentimes, these "special numbers" are specifically for field
technicians or an obscure department that cannot handle the
concern. Call the main customer service number and pick the
correct department. The towering inferno that is the Voice
Response Unit may mistake your spoken request to "pay a bill in
Iowa" for "cancelling all services immediately in Connecticut,"
but simply stating "agent" to the VRU may get you to a real,
live person. If "agent" does not work, try
similar terms such as
"operator," "representative," "customer service," "parasite from
the nether world," or "spawn of Satan."
9. Escalate, but only if necessary.
If there's no light at the end of a bleak tunnel, ask for a
supervisor; however, do not immediately ask for management if
you were mishandled on a previous call. Customer service
representatives undergo weeks of training and, oftentimes, are
more familiar with current customer issues than their
supervisors. Supervisors are there to ensure that customer
service representatives are doing their jobs; it is the job of
the customer service representative to handle your call and
concern.
10. Carefully consider contacting outside regulatory authorities.
If absolutely necessary, contact the Federal Communications
Commission, established in 1934 to regulate communications by
wire, cable, satellite, radio, and television. Complaints to the
FCC are taken seriously and will be handled at Company X by a
department well trained on their rules and regulations. Due to
the escalated nature of this department, they may have higher
hold times and more restricted hours of operation than regular
customer service. If you've been completely, hideously, utterly,
and unforgivably wronged, feel free to call a regulatory
organization. If you'd like to voice a complaint, but do not
need any further action taken regarding your concern, call or
e-mail the company itself.
If you follow these ten tips, the balance may swing in your
favor. May the customer service workforce be with you.
About the author:
Gwendolyn Lee is a statistician and analyst of Internet-related
metrics for custom rubber stamps and stamp accessories at www.rubberstamps.net. She
has researched and implemented business models to maximize
profitability, efficiency and advertising tracking.
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