Working for a company that mails out patient satisfaction surveys and promoting best practices to improve health care customer service, I have increased my expectations about what constitutes good customer service. I've also learned that to receive the service you need requires you be your own advocate.
Recently Verizon erroneously charged my credit card 75$. I had received no bill or notification of the charge. When I first called they couldn't even tell me that they knew my card had been charged. Needless to say it took at least 5 phone calls talking to as many as 4 people per phone call to get a proper credit. I also had a great deal of difficulty with a local doctor's office. A few years ago I got my leather coat replaced.
I have learned the following rules for effectively prying out excellent customer service from those who should willing give it.
Stalking for Customer Service- How to get your complaints sufficiently resolved.1. Always keep records of everything. Keep all e-mails, bills, receipts, dates of phone conversations, names of people you talk to (especially those that are rude). As soon as you realize something is amiss, keep everything. This will prove valuable should you have to prove something to anyone.
2. Stick to the facts. Avoid at all costs inflating your claim or injecting emotional concerns. It only hurts your credibility. It never hurts to review your complaint prior to calling to make sure it is truly legitimate. You are likely to be caught with any falsehood (not to mention it is wrong) and emotional appeals yield little action.
3. Know what you want/deserve. Make sure you have clear expectations of how the issue will be resolved. Typically people will offer little up, be prepared to set the bar.
4. Put it in writing. Letters typically receive a better response than phone calls. Many organizations have policies about how written complaints are handled. With a phone call they'll just try to make you go away. A letter usually will get a manager's attention.
5. Be persistent. It may take several phone calls, letters or a visit. You need to demonstrate you are serious.
6. Leave NOTHING ambiguous. Always ask for a date when you can expect a response. When that date comes and nothing happens, call the same people back.
7. Take comfort in that at least you tried. You won't always be able to resolve issues completely, but it is our job as consumers to hold businesses to their promise.
Happy Stalking!