Greensboro, NC -- Do you have a problem or complaint, and you want action?
Dealing with customer service isn't always easy, especially after waiting a long time on the phone.
Kevin Hinterberger with the Better Business Bureau joined Tracey McCain on the Good Morning Show to discuss ways to deal with customer service.
Here are a few suggestions from Hinterberger:
1. Ask for the Customer Service Representative's (CSR) name. Using the agent's name during the call keeps things friendly and reminds the CSR that you know who he or she is. Also, establish some common ground to reduce the adversarial nature of the call by using phrases like "I know we can work together to get this resolved." This teamwork mentality may help when trying to solve your problem.
2. Be calm and reasonable. No matter how badly you have been treated you need to stay calm. If you start shouting at the representative, chances are you will alienate the person who you want to help you. Also, be sure you are making a reasonable request. Be specific and realistic about what you're seeking. You should get the product or service that you paid for. Asking compensation for your time, punitive damages, or letters of apology may not be realistic demands.
3. Escalate if necessary. If you are unable to get resolution with the CSR tell them that you would like to escalate the call. This gives the CSR one last chance before you go up the ladder to someone with more authority.
4. Take notes. Be sure to write down pertinent information from the phone call, especially if you have to escalate the call. In some instances you may need to make several calls or a manager may need to call you at a later time. Specific notes from prior conversations are critical.
WFMY News 2 / Better Business Bureau