By: Customer’s Poet
While scouring the web for customers in need a situation presented itself to one of our eager reps. Yet, instead of following company protocol, the rep took it upon himself to reach out to a company (on behalf of a customer) without asking for the customer’s permission. Needless to say, the customer was not happy about it. Neither was our management team. In the end, he learned a valuable lesson: Always ask first.
Making note of the events that unfolded, we’ve put together a few pointers to ensure customers everywhere have their claims properly resolved.
Fight the right battle
As humans, we have a tendency when we’re angry to take our frustrations out on others around us. Regardless of rather they were involved in the act of making us angry or not. Considering the many customer service experiences we’ve have come across, we understand the importance of just breathing. So, the next time a company makes your blood boil, instead of being snappy with everyone you come across, consider doing a breathing exercise. Doing so will relax your nervous system and calm down your negative thoughts. Bu, if you’re like me and just breathing won’t cut it. Consider doing Zen on the Run’s 5 minute mindful mediation. It works like a charm.
Posting complaints online makes them public knowledge
This week our rep learned a valuable lesson in customer service. Like anyone who has ever experienced bad customer service, they want the world to know. According to Help Scout.com, news of bad customer service reaches more than twice as many ears as praise for a good service experience. Although the customer posted complaints via Twitter including the company in the message, they considered their tweets as private, personal information; even though it was considered public information.
Complaint to get results not just vent
Once you’ve experienced poor customer service, it’s normal to get angry. Yet if you’re truly seeking to have your complaint resolved, exhaust all ways of communication. If the company offers communication via phone, email, social media, or mail utilize them all. Be persistent and document all communication for your records in case legal advice is needed.
As always be smart, be savvy, and equip.
Love Secret Eyes Everywhere?
Learn more about us visit www.secreteyeseverywhere.com.