The thing about Twitter is if you mention @companyname in your stream of Tweets & you can bet that you will have a lightening fast response to you customer service issue or a request for a testimonial if your remarks are positive. Keep reading to see how the process used to be before Twitter hit the scene.
From an article written in 2006:
Solving Customer Service Problems
We've been on the receiving end of our fair share of customer service problems recently, so I thought I'd take the time to write up some thoughts on how best to get satisfaction when you're faced with a company that seemingly doesn't care...
Before we get started, here are a couple of rules:
(1) When dealing with customer service reps, always keep your cool. Be firm but polite.
(2) Write everything down. Dates, times, names, operator ID numbers, phone extensions, direct phone numbers, etc.
With that said, let's get rolling... (I'm working from least to most aggressive here.)
First of all, I always give the regular customer service reps (CSRs) a chance to solve any problems that might arise. Unfortunately, it seems that plain old CSRs are nearly powerless when it comes to fixing problems. Still, it's worth a shot, and you've gotta start somewhere. It also gives you ammunition for later, when you need to escalate your complaint to the next level. When dealing with CSRs, always be firm but polite. And always take detailed notes. Write down the date and time of your call, the name of the person that you are speaking with, their operator ID or phone extension, a direct phone number (if available - usually it's not), as well as exactly what (if anything) they promised to do to resolve your problem.
If the regular CSR can't solve your problem, ask them to transfer you to their supervisor. Unfortunately, these individuals are often equally powerless (or inept, depending on how you look at it). In fact, I sometimes wonder if they don't just pass the phone to the CSR in the next cubicle rather than actually passing you up the chain. Here again, it's important to be firm but polite. Explain exactly what you've been through, how many times you've spoken with regular CSRs, what they promised, etc. Also explain to them exactly what needs to be done to solve your problem. And always take detailed notes.
If you've tried the 'normal' channels and haven't gotten a resolution, it's time to step up the pressure. Don't waste any more time with lower level customer service. Instead, call the corporate headquarters of the company with which you are dealing (more on this below) and explain to the operator/receptionist that you're having problems that the regular customer service people can't seem to fix. And then ask if they have some sort of higher level customer service. Pretty much every company has a 'Corporate Customer Service' or 'Executive Customer Service' team (or something along those lines). In general terms, these are the individuals that are empowered to make things right.
When you get in touch with one of these higher level reps, explain to them what you have been through and the lengths to which you have gone in search of a resolution. Also explain that they are the last stop before you go to the Better Business Bureau (if appropriate) and/or the State Attorney General's office. And if things don't get better, then be sure to do so - if you don't hold companies accountable then nobody will. Here again, it's important to get everything down on paper. That way you can drown them in details and show them that you're serious. It will also allow you to follow up if the things that they promise don't pan out. Note that some companies have multiple tiers of higher level customer service, so it's possible to push things even higher if things still aren't working out.
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