A while back I posted about my very positive experience getting a new phone through Verizon. What I didn’t tell you, was that I finally got this amazing customer service rep after weaving my way through the treacherous waters of employees who couldn’t care less about my situation. As I was washing dishes and reflecting back on how things went down, I thought maybe some tips were in order!
So here you go, “how to get good customer service” according to Andrea:
You catch more flies with honey than with vinegar
This one is a gimme, but SO true. Often times we (the customer) feel entitled to get exactly what we want, when we want it and at the price we set. We walk into a store just READY to be tampered with. It’s the have it your way society. Fast food chains know it, Priceline.com knows it, and many of us think everyone else should know it too! Of course the customer is always right. To a degree. The customer also needs to not be a douchebag.
If you are troubleshooting an issue, chances are you are frustrated before you even contact a customer service representative. Try to remember that they need to hear your issue before they can help. Keep calm and they will be better listeners.
Sometimes you get a Dud
Hey, it happens to all of us. You finally get through ALL the prompts and you get Mr. Superiority on the phone. He informs you that you are out of luck and no one, NO where in the universe can help you. You have to wait it out. Too bad for you.
This actually happened to me at a Verizon booth in the mall. After finding a good deal at Best Buy and running into an issue with their technology not talking nice to Verizon, I tried to get the local store to price match. I was told, “we don’t match Best Buy. That’s going to cost $179”. Of course, as you know I did end up getting a price match from Verizon the next day. What I did was say, thank you for checking and I walked away. In these cases it is far better to get off the phone or out of the store as quickly as possible than to enter into a battle of wills with a loser. Try another store or call back to get a different representative.
Be Present, Stay Polite
It is super easy to get caught up in the need it, want it, gotta have it now now now mentality. And it is certainly ok to relay a sense of urgency to the person helping you. But remember that many of our issues are more of an inconvenience than an actual emergency. Especially in terms of technology. Of course it would be great to have a speedy turnaround time, but if that means a crappy deal then I will wait it out. It’s important not to disappear though. In some ways, companies are like children. They need a little reminder.
In my case, I knew I needed my issue resolved within a week. So I told the reps when I called that I would keep checking back on the status. I called several times and politely repeated my issue each time and stated that I was checking the status. I am sure they note these things in their call log because each person noted that I was told to keep calling back and that it still wasn’t resolved. The second day I got my victory and the golden rep. He said, you know, you shouldn’t have to keep calling back. Let’s see if we can get this worked out for you right now. He took the initiative because of his awesomeness and in part because of my due diligence. I guarantee if I had been rude, my account would have said it all over the place and I may have had a very different resolution.
Of course I can’t guarantee that you will get stellar service ALL of the time, but I truly believe that doing these things will go a long way. Just remember the golden rule and you should be set. Do you have any tips? Success stories? Five Star treatment? I’d love to hear them!