Dealing with poor customer service is becoming common. Remain calm, ask for what you want directly, ask to speak to a supervisor, threaten to cancel service or visit the company in person. Document the call and consider filing a report with the Better Business Bureau.
No one should have to deal with poor customer service, but unfortunately it’s becoming all too common. In general, you’re more likely to have to deal with bad customer service representatives over the phone, although this can happen in a store as well. One of the most important things to remember when dealing with a difficult customer service representative is to remain calm; do not yell or swear, even if the representative is behaving unprofessionally. The remaining calm will make it more likely that someone else in the company will be useful to you in the future.
When you make a call to a call center and are dealing with customer service, the first step might be to ask for what you want directly. If you have a problem with an account, for example, and you believe the company owes you money, you should clearly state your case and ask for exactly what you want. This could be an invoice adjustment or a refund. It’s helpful to educate yourself about policies in advance; for example, if you’re trying to switch to a cheaper phone plan, have the company’s website in front of you with all the different phone plans the company offers.
If you feel you are receiving poor customer service and not being helped, you can ask to speak to a supervisor. The customer service rep should allow this, but some don’t. If this occurs, simply end the call politely and call them back. You can get a different customer service representative who can help you or transfer you to a supervisor. Also, ask if the company has a customer retention department. Another option is to call the company’s headquarters or file a written complaint. Document the time and nature of your phone call, as well as the name of the person who provided poor customer service.
Another option when dealing with poor customer service is to threaten to cancel your service or buy a product from a competing location. Companies don’t want to lose business and may be more likely to work with you. If you are unable to get satisfaction over the phone and the company has a physical location, try visiting them in person to get a solution to your problem. There you can ask to speak to a manager if you get poor customer service and he can’t just ignore you. Be persistent but polite, and if the issue is not resolved, consider filing a report with your local Better Business Bureau.
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