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Photo by littlefeather100In today's high tech world, bad customer service is the bane of doing business. In a post-Global society with technology in place, just the opposite effect is taking place.
Let's face it people communication sucks today. I was in Los Angeles just the other day at Bob's Big Boy, and had ordered a Cheeseburger, and large fry with a small diet Coke.
I gave my order slowly and clearly not once, but twice to the young teenage girl in the bright red uniform behind the counter.When I got to my car I looked in the bag, and to my dismay I found 2 double hamburgers and one onion ring. I was too tired and hungry to go back into the chain and wait in line for the correct order.
I gave my order slowly and clearly not once, but twice to the young teenage girl in the bright red uniform behind the counter.When I got to my car I looked in the bag, and to my dismay I found 2 double hamburgers and one onion ring. I was too tired and hungry to go back into the chain and wait in line for the correct order.
One would think that with the rabid competitiveness in a free trade society, exemplary customer service would be the normal venue of your shopping experience, but exactly the opposite is occurring. Companies are understaffed causing their workers to take on many, and varied roles in their day to day operations.Companies are also cutting costs and extras across the board just to stay afloat. All of this cutting is causing you and me the consumer to suffer.
In this post I will show you how to take control of your shopping experiences.
First Rung - CSR
First level customer support at most businesses are there to create noise becoming a barrier between you, and the companies executives. Using what I call the ladder technique starting with the first "barrier" or rung, politely state your wishes to the CSR. Remembering that they are mostly low paid and overworked people just trying to make a living.
Second Rung - Assistant Manager
Assistant managers are not much higher up on the food chain than the CSR.
Presenting your desires, and expectations at this level may or may not get you what you need. Ask politely for a quick resolution, remembering to never get upset, or confrontational if you do not get the answers that you want. This is all part of the necessary process in getting what you want.
Present you request as clearly, and decisively short as possible, skipping over the details that do not matter such as,"This store is set up so you can't find anything."
Stick to your facts, and once you are finished presenting your case remain silent letting the person mull over his or her own words, giving them time to think. Remember that they want to help you, but at this level they still may hope that the crumbs they throw at you, be it as it may, will keep you from going any higher up in the company.
If you cannot reach an agreement with him or her, then politely let them know that their answer is not sufficient, and that you are requesting their managers contact information.
Third Rung - Manager
OK now were getting closer to the top, and in my experience you may get what you ask for fifty percent of the time at this level. A managers function is still the same and that is to keep you from going higher up on the company food chain.Tell the manager what you want from them. Do use some tact, but be direct. Most business people will respect you more for it. Once again be direct and candid, while only presenting the facts as to why you think the company owes you something.
Fourth Rung - Regional Manager
Regional managers are there to manage both the revenue and cost elements of an organization. They are also valuable PR for the company. Let the regional manager know in no uncertain terms, how frustrated and exhausted you are trying to get your issue resolved, and that you have every bit of faith in them at providing an amicable outcome.
Once again present "ONLY" the facts leaving out as much of the incidentals as possible.
A list of needed mandarory facts:
1. Location of the store.
2. Any contact names and telephone numbers that you have in your possession.
3. Dates and times
4.Conversations and results to date.
5. Printed material such as receipts.
Fifth Rung - District Manager
District Managers like their counterparts get edgy when they have a complaint come across their desk that couldn't be resolved at the lower levels.
Many times they will take the information they receive, contact all individuals involved thus far, and may take several days to get back to you before making his decision. Once again your chances of success go up ever so slightly over the fifty percent mark so don;t get discouraged.
If they rule against your claim find out why, get his corporate contact information, and kindly thank him for his time.
Sixth Rung - Corporate
All Corporations have a web presence, and list their contact information on their website. Email every department that they have available and c.c. everyone involved, so that you have many eyes on your issue, and won't slip thru the cracks.
Seventh Rung - Vice President and CEO
I group these two together as they will be mailed a letter via certified mail. I have enclosed a letter that I once used to have my leather sofas exchanged 30 days after the 3 day no-hassle exchange and/or refund policy.
It worked beautifully!
Remember to think like a CEO, and fire and hire judiciously, and reward with good service with repeat business when appropriate. Ask yourself this question the next time you're getting the run-around from a business."When was the last time that you've picked up the five pound yellow page book?" I always use the yellow page analogy, and sometimes point it out to less than enthusiastic businesses. A little effort goes a long way in today's high-tech indifferent world.
In this post I will show you how to take control of your shopping experiences.
First Rung - CSR
First level customer support at most businesses are there to create noise becoming a barrier between you, and the companies executives. Using what I call the ladder technique starting with the first "barrier" or rung, politely state your wishes to the CSR. Remembering that they are mostly low paid and overworked people just trying to make a living.
Second Rung - Assistant Manager
Assistant managers are not much higher up on the food chain than the CSR.
Presenting your desires, and expectations at this level may or may not get you what you need. Ask politely for a quick resolution, remembering to never get upset, or confrontational if you do not get the answers that you want. This is all part of the necessary process in getting what you want.
Present you request as clearly, and decisively short as possible, skipping over the details that do not matter such as,"This store is set up so you can't find anything."
Stick to your facts, and once you are finished presenting your case remain silent letting the person mull over his or her own words, giving them time to think. Remember that they want to help you, but at this level they still may hope that the crumbs they throw at you, be it as it may, will keep you from going any higher up in the company.
If you cannot reach an agreement with him or her, then politely let them know that their answer is not sufficient, and that you are requesting their managers contact information.
Third Rung - Manager
OK now were getting closer to the top, and in my experience you may get what you ask for fifty percent of the time at this level. A managers function is still the same and that is to keep you from going higher up on the company food chain.Tell the manager what you want from them. Do use some tact, but be direct. Most business people will respect you more for it. Once again be direct and candid, while only presenting the facts as to why you think the company owes you something.
Fourth Rung - Regional Manager
Regional managers are there to manage both the revenue and cost elements of an organization. They are also valuable PR for the company. Let the regional manager know in no uncertain terms, how frustrated and exhausted you are trying to get your issue resolved, and that you have every bit of faith in them at providing an amicable outcome.
Once again present "ONLY" the facts leaving out as much of the incidentals as possible.
A list of needed mandarory facts:
1. Location of the store.
2. Any contact names and telephone numbers that you have in your possession.
3. Dates and times
4.Conversations and results to date.
5. Printed material such as receipts.
Fifth Rung - District Manager
District Managers like their counterparts get edgy when they have a complaint come across their desk that couldn't be resolved at the lower levels.
Many times they will take the information they receive, contact all individuals involved thus far, and may take several days to get back to you before making his decision. Once again your chances of success go up ever so slightly over the fifty percent mark so don;t get discouraged.
If they rule against your claim find out why, get his corporate contact information, and kindly thank him for his time.
Sixth Rung - Corporate
All Corporations have a web presence, and list their contact information on their website. Email every department that they have available and c.c. everyone involved, so that you have many eyes on your issue, and won't slip thru the cracks.
Seventh Rung - Vice President and CEO
I group these two together as they will be mailed a letter via certified mail. I have enclosed a letter that I once used to have my leather sofas exchanged 30 days after the 3 day no-hassle exchange and/or refund policy.
It worked beautifully!
Remember to think like a CEO, and fire and hire judiciously, and reward with good service with repeat business when appropriate. Ask yourself this question the next time you're getting the run-around from a business."When was the last time that you've picked up the five pound yellow page book?" I always use the yellow page analogy, and sometimes point it out to less than enthusiastic businesses. A little effort goes a long way in today's high-tech indifferent world.
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