Contacting customer service can be frustrating. Take control of the situation and make sure you get the help you need for a quick and effective solution.
Steps:
- Get organized. Make all necessary documents—serial numbers, product IDs, bills, and service agreements—relatively available before contacting a company or a service provider. In addition to making your contact more efficient, organizing will allow you to articulate your problem better.
- Have a clear idea of what you would like to accomplish and what you would consider to be the resolution, and outline details and your goal on the notepaper.
- Select the best way to communicate with the company. Visit the customer service representative at a local business, phone the company, write the company, or consider using e-mail. In addition to reducing the frustration of navigating the voice response system and being placed on hold, e-mail allows you to keep an electronic record of all communications.
- Document all communications you have with the company. Your knowledge of the issue and the record of your steps make you more powerful.
- Record the time and date of each communication, as well as the representative’s name and location. Many companies have several representatives working for them.
- Communicate effectively. Get the problem out on the table as efficiently and effectively as possible. A brief description of the problem will let you and the representative know if you’re dealing with the right person.
- Be prepared to move on to the following authority if the representative is limited in what they can do.
- Ask the representative for a supervisor if you cannot obtain a resolution.
- Follow up. Let the company know what you think of its service after you’ve gone through all the necessary channels and resolved your problem.
- Use your notes, which should be full of information, and e-mail the company.
- Let the company know what it did well and which service elements could be improved.
Tips:
- Keep in mind that the customer is always right. Your preparations will help you state your problem and the desired solution.
- Avoid letting the representative bully you. As a consumer, you’re entitled to be heard, and if you’ve received bad service or a defective product, you’re entitled to reimbursement.
- Remember to include the following information when communicating: the name or model number of the product or the type of service you purchased; the date of purchase, transaction, or service; the location where you bought or received the service; the problem with the item
Warnings:
Some companies don’t respond quickly enough to e-mail. If your issue needs immediate resolution, consider using multiple channels simultaneously.
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