Customer Serevice

If the time comes and you find yourself having to contact someone in a customer service department, there are certain things that you can do to make this go more productively.

1 - Write all the information down that you might need, product name, ID, numbers, the model, etc.

2 - List should also include where and when and how item or service was purchased.

3 - The problem: describe in detail the trouble you are having, and what you have done to try to correct it yourself.

4 - If you have a contract, make sure you read it carefully. Very often there will be information in there somewhere that can empower you when contacting customer service.

When you contact the customer service department, get the name of the person or persons that you have spoken with. Always document your calls, the date, time, and what was said. This will help you if you have to contact them again. It also proves very beneficial if you should end up in small claims court.

When discussing the situation with the representative always try to remain polite. If you feel you are getting nowhere with the person you are dealing with, you have the right to request to speak with a supervisor, but keep in mind to do so respectfully. The person that you are talking to is the one that is going to be connecting you to the supervisor, and you wouldn't want them feeding negative information to that supervisor, before you get to speak with them.

Most customer service representatives want to help you solve your problem, having all the information readily at hand for them moves you through the process quicker, it makes it easier for you and for the customer service department.

If this does not solve the problem, it would have been your responsibility to know the return policy at the time of purchase. It isn't going to help you if you say you didn't know it wasn't refundable and you want your money back. It is a law that the refund policy be in eyesight of the customer, if the purchase was made in a store. If it is a purchase from a magazine or the web it should be spell it out clearly there too. If it is a contract it should be written in there as well, always read a contract carefully before signing, never assume. Something to keep in mind custom made items, are almost never refundable.

If your purchase is not refundable ask for an exchange or a credit, please note some credits do expire, so make sure that you find all this out before hand. If it is something you need to negotiate, it is better to do it now then to call back and try to work it out afterward.

Customer service representatives do have to follow policy, they will try to work with you, so keep in mind it is their job to try to keep the customer satisfied, but if it is something that they can't help you with remember being rude is not going to help anyone.

A letter in writing naming who you spoke to, when you spoke to them, and what the resolution was should be your follow up to the customer service phone call. If you do your home work and a little investigating and can find out the name of the president of the company, a copy of the letter should be sent to them also. This will usually have them working swiftly to resolve your problem.

Hope this helps you the next time you find yourself at one end of a problem.

Learn more about this author, L. A. Hardt.
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