The secret to getting good customer service

At this time of the year, a lot of people will be calling customer service for things that were purchased over the holidays. These calls might be because of a missing piece, or something being broken or any number of possibilities. I’m now going to tell you the secret to getting things resolved as quickly and easily as possible.

First, I will tell you this works all year round and also works for services as well as products. It does NOT involve the following:

*Demanding to speak to a supervisor
*Yelling
*Cursing
*Arguing
*Threatening

Before I reveal the secret, I will tell you how I figured this out. Recently, I had a small problem with my PayPal debit card. I have read horror stories about dealing with PayPal customer service (everything from it being impossible to get their phone number to when you get their phone number it taking forever to speak to a person and if you do get a real person they barely speak english and are uncooperative as well). Well, I went online and found their customer service number (they
hid their number behind a link titled “Contact Us” who did they think they were dealing with, those bastards lol) and in less than 30 seconds, I was talking to a real live, english speaking person. I politely explained the problem and this customer service representative had the nerve to ask if they could put me on hold. I sat on hold for what seemed like hours (although it was only 25 seconds) and she came back online, apologized for the delay and explained what the problem was. It made perfect sense to me so I then asked what needs to be done to resolve the problem. She explained the process that needed to be done (which basically was for me to wait to receive something in the mail from them and then go online to activate) and then asked if she could help me with anything else.

This got me thinking as to my experiences when dealing with various customer service people. I can’t think of more than one or two times I’ve had anything less than a positive experience when dealing with customer service people. I don’t always get the resolution I want but am almost always treated fairly and with respect. A client of mine told me recently about her dealings with PayPal after she demanded to speak with a supervisor. She said the supervisor wasn’t understanding at all, wasn’t willing to see her side and the result of her encounter was she shut down her paypal account. Why did this client have such a bad experience and I had a positive one?

Now for the secret. Be polite, be patient and be detailed in your explanation and good things usually happen.

Understand that the customer service representative is a person and should be treated as such. It’s difficult for them to treat you with respect if you don’t treat them with respect. If you want them to be polite you should be polite as well. Realize that for a big company, they might be getting hundreds (thousands) of calls and there might be a need for you to hold a bit. While you might know exactly what the problem is, they don’t so if you are calling about a product, have the product ID and name readily available and explain in great detail what the problem is. In a large majority of the cases, the customer service person WANTS TO HELP YOU. Give them the information they need, be polite and you will be surprised at how well things go for you.

So, the secret is, treat them as you would like to be treated…shhh don’t tell anyone else because if everyone were to start doing that….who knows what might happen?

Have a great day!

Lawrence

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