In my job, I see a lot of customer compliments and complaints. My goal is to solve the problems. I'm really, really good at it, but sometimes, the customers themselves put up the biggest obstacles. If you're having a problem with a company, here are a few tips to get the best help.
1. Be clear about your problem. If your problem is that delivery is taking too long, or that you are disappointed in a decision made by the company, or a product you bought broke, be clear! Posting on Social Media things like "Your company sucks! You have the worst customer service! I am one unhappy customer!" only tells me that you are upset about something, but I can't help you until you give me details on your personal situation. Once I know what I'm working with, then I can get to work on a solution.
2. Stick to the facts. Don't embellish with your opinion. I know you are upset and frustrated, but it's much easier to solve your problem when I have clear facts.
3. Don't try to "bait" me into responding. I don't need to be baited. My job, my livelihood depends on my resonding to you and helping you reach resolution. Please don't post things like "I bet the company will delete this post. I doubt the company will do anything about this. From the looks of the complaints on here, the company won't respond." Trust me, I want to help. You don't have to be passive aggressive to spur me to action.
4. When I offer help, take it. If I ask you for more details, or ask you to reach out to me via email or phone, don't respond with "I've already called your office 42 times. Why? Will it make any difference?" Truth is, you haven't called the number I've provided. You haven't spoken to me yet. And yes, it will make a difference. I'm here to help. I'm good at helping. You just have to let me. When you're offered assistance and respond negatively, you look as if you don't really want to resolve your problem. You look like you want to argue.
5. Be nice. For the love of all tha's holy, I cannot say this enough. Be nice. Be nice. Be nice. I know you are upset. I know your are frustrated. You may have even tried to solve this issue several times before and have been unable to find someone competent enough to help you and I know how angry that can make you. But..please remember, I'm just a woman who is making living just like you. I want to help you. I want things to work out right. I want you to be happy with my service and with my company. When you insult me, yell at me, and treat me rudely, it only slows me down and makes me defensive. We'll get through it so much faster if we're able to remain civil.
6. If I am unable to help you and you want to continue, don't be afraid to ask for my boss. I don't mind. If my boss can do something that I can't to help, then I am happy to transfer you. My interest in making you happy.
7. Don't become the story of the day. You really don't want to be the customer that everyone is talking about that day. Trust me on this. Complain clearly, work with your rep, be nice, play fair, and I promise you, your issue will be resolved much easier than you could ever imagine.
8. Most importantly, if I do help resolve your situation, take a minute to go back out to wherever you complained and let the world know that you got help. You might even try saying thank you. After all, you had no trouble posting and letting the world know how unhappy you were. The least you can do is post the end of the story. Let people know that you got the help you were looking for!
By the way......these tips works for almost anything that comes up in life. :)
Be nice. Play fair!