The very first thing you need to do is approach each encounter as a new experience. Do not base your current visit or phone call on what happened in the past. The last time may have just been a fluke. Come to the table with a good attitude. You know the saying, you attract more flies with honey than with vinegar? Keep that in mind. You will get back what you give out. So if you come with a bad attitude, you are only going to get a bad attitude back. Or at the very least, you won't get the best service or deal that you could get if you were nicer.
On a side note, if the experience you get is continually crappy, then it's time to find another place to do your business. Stop putting up with mediocre service. This is a reason I don't shop at the "low price leader". And when I absolutely have to, I try to go to the self-service kiosk. If more people would stop paying for bad service, then companies would have to change their processes.
My next tip for you, the customer, is to be prepared. Have your account numbers, model numbers, invoice numbers -- whatever it is you are needing help with -- ready BEFORE you call or come in. This helps the process move more smoothly. When you are not prepared, it is very frustrating for both you and the customer service representative (CSR). Keep in mind that when you don't have certain information, it requires the CSR to have to look it up a different way and sometimes these ways require a different software program to find the information. This means a delay in getting you your information, so don't pop an attitude because it is taking longer than you expected. Be an honorary Boy Scout and be prepared.
If the CSR asks for information in order to verify you, don't get upset with them if they ask what you deem to be "too many questions". In this day and age of identity theft, companies have to make sure that they are releasing information to the party who is authorized to receive it. So it doesn't matter if you are the one that pays that loan for your boo, if you aren't on the account, you can't receive any information.
My next tip is to be nice. Even when things aren't going like you would like them to go, please don't yell and curse at an employee. This makes you look like a bully and does nothing to help the situation. Remain calm. You can show your anger and frustration in constructive ways. Ask to speak to a different rep. Sometimes a new pair of eyes, or a different mindset can help bring a new outlook to the situation. Ask to speak to the manager or supervisor. Once you get them, remain calm and explain your problem. Please use intelligent words. There is nothing more ignorant than people who curse up a storm. As a manager, when that happens, I am tuning you out.
The most important thing I can probably tell you is this: LISTEN! I can't count how many times I have had customers call me asking me for certain information and then don't listen to a word I am saying. Just as the CSR is giving their attention to you, give your attention to them. They just might have something very important to say to you. When you don't, what happens is you will be the first one screaming that "nobody told me that" and it will turn out that yes they did, you just weren't paying attention. Listening is very important especially if you are trying to get technical assistance. If you miss what they are telling you to do, you might mess something up.
Lastly, show appreciation. If you were helped, then at the very least say thank you. If your service was extraordinary, try to let a manager know about that employee. By doing so, you will make all parties involved feel good about themselves -- including you. For all you know, that little bit of kudos you give, might mean a raise or some other type of recognition for that employee.
So let's review:
- Start Fresh
- Be Prepared
- Be Nice
- Listen
- Say Thank You
