COMPLAINTS ARE GIFTS

We've all been there at one time or another. Something goes wrong with a service or a product and we need to call customer service. Typically we are frustrated, angry and upset when we start to dial the customer service number, but there are a few tips that will help you to get the results you expect and deserve more effectively.

Taking a little time to prepare for your call or visit to customer service will minimize the amount of time you have to spend on the phone or in-person with a customer service associate:

1. Check the website first to see if there is information posted about options for how to resolve the complaint and who to call. There may be options for electronic, telephonic, or in-person contacts. Decide which best suits your needs before proceeding.

2. Be sure you have all the facts, dates, and details of the product or service with you. This includes installation dates, contracts or agreements, invoices, and specifics about the product or service.

3. If your call relates to a service which requires your health insurance identification, social security number, or other identifying information, be sure to have it readily available. Many customer service phone lines will ask for this information via their automated teller so they can route you to the right associate to handle your problem more efficiently. Take advantage of this opportunity by being prepared with your personal information.

4. Clearly and concisely summarize your problem without becoming emotional or angry. The tone of your voice makes a huge difference and if you're angry, it immediately puts the customer service associate on the defensive. Clarify the nature of the problem, when it started, and what you have done to date to take care of it.

5. If you are unable to reach resolution with the customer service associate, ask to speak to a supervisor immediately and do not take "no" for an answer. Be persistent yet professional. If necessary, escalate your complaint to a higher level each time you do not reach resolution. Do this calmly and professionally, only after you have attempted to resolve the problem through the defined channels.

6. Carefully document all discussions and decisions in writing and ask the customer service associate or management representative to send you confirmation in writing of any commitments made. Obtain the name or identifying information of the person you speak with in case you have to follow-up on the discussion later.

7. Always speak authoritatively and calmly this will expedite the process and you will be working with the customer service associate to reach resolution more effectively.

Customer complaints are actually a "gift" to a company when they can be resolved efficiently and the company learns how to improve the product or service by thoroughly evaluating the issue. After 25 years of experience in a customer call service environment, one of my most powerful observations is how much more effectively issues are resolved when both parties work together respectfully and calmly.

When you have a customer service complaint, do a little homework and preparation in advance and the resolution will be much more efficient and effective. It will be less stressful on you and the customer service associate.

Remember that a complaint is a "gift" and it should be handled gracioiusly by both parties!

Learn more about this author, Zoey Day.
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