How To Win Your Customer Service BattleWritten by Andrew Lawrence
Millions of people, just like you, end up with a customer service problem that they just can't seem to get resolved. No matter what they do. Even though you are in right, even though you are being treated improperly. You may needle and wheedle them, bellow and battle, but your problem still ends up unresolved. Sound familiar? If so, here's a proven, effective FREE technique you can use that can help you get immediate corrective action for those ongoing unresolved frustrating, sometimes nightmarish consumer problems such as billing errors, disputes, complaints, defective products and other consumer rights issues.
What are your consumer rights? A product or service offered by a reputable company should function properly. And, as a consumer and a customer, you should be treated fairly and properly. And customer service is supposed to help you when that doesn't happen. Of course, in real world, this does not always occur. However, vast majority of legitimate organizations that depend on consumer buying for their sales and profits are willing and committed to stand behind their products and services and are willing and committed to "make it right" when a problem happens. But sometimes they aren't. Or they are unaware of a problem. Or their customer service is not capable or properly trained or properly authorized to resolve even most obvious problem. And you get stuck in a battle with customer service, a seemingly dead-end with no resolution, a consumer nightmare! It happens. And when it does, here's what you can do ...
First, take a deep breath. Relax. Your customer service battle may soon be over.
Note: regarding exercising your consumer rights and winning customer service battle; in order to be effective you need to act sanely and rationally, have a VALID claim, and expect a REASONABLE solution.
That being said, make sure you have first followed what I call "Rule of 3"; always give customer service department three (3) chances to resolve your problem. Also, if you haven't been able to get anywhere with normal standard customer service rep you should ask (nicely and firmly) for a supervisor; sometimes a supervisor can simply and easily resolve your problem. Sometimes not. But do give Customer Service 3 chances and, above all, be courteous! If, after exhausting limits of both customer service and yourself, your problem is not resolved proceed with following steps ...
1) organize most pertinent facts relating to your problem. Facts ... not feelings.
2) in a blank email set forth your unresolved problem. Here you state that you have been unsuccessful in getting your problem resolved via customer service. Be professional. State it clearly. No more than 1-2 short paragraphs.
You're sick and you MUST work! Written by Chris De La Rosa
What do you do when you work from home (your own business) and you come down with flu? Is there a number you can call and let them know that you're sick and cannot come in today? If only!
Since Saturday I've been hit by one of those dreaded winter flu's (mind you this winter marks very first time I ever got flu vaccine). Feverish, headache, entire body hurts and my throat is soar.. flu! It takes everything out of me to get out of bed today to ensure websites I do support for are fully functional and all customers are happy. This means replying to tons of emails and support tickets.
Here's a tip... create as many short cuts as you can that will not only save you time, but will help you when you get flu and cannot function at 100%. In my Eudora (email program) I've set up responses for all of common questions I receive. But a canned response can be spotted and many customers hate them. Be sure to personalize canned response, so start your reply with Hello , and simply place persons name in field when responding. This will allow you to respond to a customer or client in time it takes to type their name.
Here is an example of a canned response I use...