You’ve been charged the wrong amount.
You didn’t receive the product or it’s damaged.
Your payment didn’t go through or wasn’t recorded.
You didn’t receive the right kind or amount of product.
The product/service wasn’t what you thought it would be.
Something’s gone wrong, and things aren’t what you expected them to be.
We’ve all been there.
What can you do to get the results you need in a timely manner?
Customer service should be all about relationships, but automation has replaced much of that in recent decades,
making sure you can’t make those personal connections.
Here are 4 tips take to personalize the experience, and get better and faster customer service from vendors.
Be calm and professional but persistent.
“The squeaky wheel gets oiled.” -
Your problem will most likely be more of a priority to your than to them.
Keep contacting customer service if the problem is not rectified to your liking.
“You can catch more flies with honey than with vinegar.” -
People like to help others who are polite and calm more than someone who is angry or condescending.
Threats and poor behavior on your part may get this problem fixed, but what will that cost you in character, reputation, and connections?
Lead with solutions.
Decide ahead of time what you need to be satisfied and state this clearly.
Not sure what the solution needs to be?
Use inclusive language (How do *we* remedy this?) to help them help you.
Don’t blame. It may be tempting to blame others, but this rarely helps your case.
Don’t take rejection personally.
Someone may be projecting their bad day onto you.
Keep an even temperament to problem solve.
Try to get personalized service. It’s all about humanizing the process.
Tell your story to personalize you.
Let them know how this has affected you or your business.
Ask for a manager if you feel you’re not being heard or treated fairly.
Request a phone call or zoom vs. email if the situation persists.
Ask for an account specialist for your business if you don’t have one already.
Manage your expectations.
Not every vendor is going to be up to your standards, but your standards can’t be perfection.
Everyone will make a mistake at some point.
It's more important to notice what is done to rectify that mistake than to escalate the mistake.
You are not a victim.
You get to decide if that is good enough for you to keep doing business with them or to find someone else.
These steps will make getting better customer service less tedious, and as you find and nurture connections, it may almost be enjoyable.
Remember that everyone you talk to is someone’s loved one.
How would you want someone else to treat a loved one of yours?