Game Plan For Complaint Resolutions

Calling in to a company you are doing business with to correct a problem or concern can be an intimidating experience.  Many people by nature are non-confrontational, and calling in is a form of confrontation.

Here are 5 things you should do to make sure you are taken care of.

#1 – Stick to the facts

You should tell the customer service representative the facts of the situation.  Make sure you stay calm and objective.  Doing so will make sure that you do not cloud the issue that you want addressed.

#2 – Keep the conversation pleasant

Remember that the CSR deals with angry customers all day.  You may find that if you are nice and courteous, that your CSR will be more willing to work with you.  You want the person on the other end of the phone to want to fix your problems.

#3 – Inform the CSR how you want the problem resolved

CSR’s are not mind readers.  Do not assume they know what you would like to have done.  If you want a fee taken off, make sure you tell them.  If you want to be compensated for your wasted time or trouble, tell them.

#4 – Thank the CSR for helping you

Make sure you remember to thank the person for helping you out.  This is not only a courtesy, but it also helps them to help out others in the future.  Remember that you were their next call after the last problem they dealt with.  Their experience with the call before you may very well affect the outcome of your call.

#5 – Step it up a notch if necessary

Be ready to fight if you have to.  Although all companies like to claim that they provide excellent customer service.  This is clearly not the case.  Know your rights and make sure you hold the companies you are doing business with accountable.
                                                                                                                            
Having a good game plan is essential to being successful in any endeavor.  Complaint resolution is no different.  Don’t call in without knowing what you are going to say and what you want done.

Written by admin on July 18th, 2006 with comments disabled.
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