How to Deal 🤔 with a Bad 😠 Customer Service 🙏 Experience ...

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COMMENT

What the heck happened to customer service?

I mean it.

Really.

Learning how to deal with bad customer service is a skill any girl should have.

Before getting into the “meat of the matter,” I think the answer has three letters: ROI.

Return-on-Investment.

In business, everything has a cost and you hope your return is greater than your cost.

That’s how you stay in business and grow.

But, somewhere along the line, things changed and some executive figured out “we pay way more for customer service than it’s worth.” It doesn’t bring customers back, get us referrals and costs us a ton in people, phones, returns and cash.

Call centers aren’t outsourced to India and the Philippines because the quality is better – they read scripts, mispronounce everything and get paid 25 cents an hour.2

They’re cheap!

A good way to keep a minimal presence and no more.

The death of “the customer is always right.”

But you CAN (and should) be “always right” – if, for nothing else, your own self-respect and peace-of-mind.

And, if you have children, showing them that standing up for yourself is a good thing.

The RIGHT thing.

Maybe it’s more a personality thing and willingness (and even a passion) to fight.

There is nothing more satisfying than winning a fight.2

Especially a noble fight, meaning one that’s important to YOU.

Don’t get mad.

Get your way.

You might be thinking “I want to fight, but don’t know how.” Well, here’s how to deal with bad customer service.2

1. Ask for the Manager

After giving the CSR (Customer Service Representative) an opportunity to cite corporate chapter and verse, thank them and say “I’m just not satisfied with that.2

Can you call the manager please?” This is a quite effective way for you to learn how to deal with bad customer service.

Sometimes this immediately solves the matter – the CSR doesn’t really want the manager involved.

And the manager doesn’t WANT to be involved.

Graciously accept the CSR’s “well, as a one time accommodation, we’re going to…”

But, if needed, managers have more latitude to keep you happy, but more importantly to get you to go away.

Speak firmly, but politely.

Call them by their name.

It’s probably on their badge, or they’ll give it to you when they introduce themselves.

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