We've all been there: You call customer service, get bounced around, transferred, and dropped. Or worse, your issue never gets resolved even after you talk to someone. You probably know you can escalate to a manager, or even higher, to "executive" support. But at that level, there's an art to getting what you want. Here's what you need to know.
Tagged With customer service
Last month, my boyfriend and I took a weekend trip to Seattle to celebrate our anniversary. We got a great deal on a hotel using a discount app. We'd stayed at this hotel before, and the view was gorgeous. We checked in, unloaded our bags, and pulled back the curtains, preparing to take in Seattle's beautiful skyline, which we'd flown a thousand miles to see. Lo and behold, the parking lot.
One of the golden rules of retail is that the customer is always right — especially when they're upset about an aspect of your service. Alternatively, you could threaten to leak their personal contact information to everyone else in the store, as this GameStop lady did. Click on the video to watch the train-wreck unfold...
I like to believe that you get better customer service when you play nice and aim for a pleasant interaction, but I've also gotten what I wanted by sounding like a complete lunatic. Does it matter how you act so long as you persistently request what you want? How do you get good customer service?
IBM's Watson platform is being touted as the biggest paradigm shift to hit computing since we stopped using punched cards in the 1950s. Eschewing traditional programming, Watson is a cognitive computing platform that uses artificial intelligence to essentially think for itself. The system is capable of answering questions posed in natural language and is being embraced by various industries and businesses, including Australia's ANZ Bank. By all indications, the system is incredibly proficient at answering complex questions — but what about customers who don't know what they're talking about?
According to new data from business software manufacturer Zendesk, high-income households are the most likely to be permanently soured after a bad customer experience — with 79 per cent blacklisting offending vendors for at least two years. Women, Gen X shoppers and B2B clients also refuse to accept shoddy service lying down, with many turning to social media to vent their grievances.
The video below features an audio recording of a ranting lunatic swearing repeatedly at VicRoads a call centre worker until the harassed staffer is forced to hang up. The takeaway here is not that you get more results with politeness than screaming, though that is a point we have made before; it's that people working in call centres can be forced to put up with ridiculous levels of abuse.
Dealing with the any of the big telcos, banks or energy companies is usually a total nightmare. You'll be bounced from person to person over the phone before being "disconnected" and left to start the grind all over again. You have all done it before. So what do you do to solve your dramas when you're at the end of your tether? Find the answers online, you will.
We've talked about customer service a lot here at Lifehacker. Unfortunately, poor customer service is something we all have to deal with at some point — and often it takes a lot more than politeness and persistence to get your way. Get Rich Slowly's Holly Johnson offers her best tips for tackling these difficult situations.
I've worked in hotels for more than a decade. I've checked you in, checked you out, oriented you to the property, served you a drink, separated your white panties from the white bed sheets, parked your car, tasted your room service, cleaned your toilet, denied you a late checkout, given you a wake-up call, eaten M&M's out of your minibar, laughed at your jokes and taken your money.
If you're having a hard time getting anyone at a company to respond to your service issue, it's time to take your complaint to the top. Most people at their wits end find that a well-worded and actionable email to a corporate executive gets quick and effective results, and the folks over at The Consumerist have a great guide to figuring out those executive email addresses.