Customer Satisfaction - Dealing with Poor Customer Service

Competition between companies appears to be decreasing, and with that good customer service appears to be on the decline. Granted, major companies do have competitors but there may be limitations as to what they can provide to satisfy your personal needs. After having several instances with companies where I received horrible customer service, I decided it was time to fight back. I refused to accept the way I was being treated when I was spending my hard earned money on their product and not being satisfied with what I was getting to consume. There are several steps you can take to get what works for you rather than the company.

Do Your Research
This is the key to resolving most issues. Most people make a purchase not knowing exactly what they are purchasing and what it should include. The average consumer will purchase only the packages or items that are offered and not question the options they are given. Representatives do not expect educated consumers or customers that question how they are being treated. For example, I recently dealt with a company that offered package deals for their product. The representative tried to sell me the "deal of the day" and assumed I did not know about the other packages. I mentioned I had visited their site and was aware other options were available. In this case the representative denied these options existed, at which point I felt taken advantage of as a consumer. When this occurs there are several ways to deal with the situation depending on the circumstances.

State You Will Cancel / Not Purchase the Service or Go to the Competition
No company wants to loose business. They know unsatisfied customers will tell others of their experience. As a result future consumers will pursue other options because they know of another person's previous experience. Businesses know that word of mouth can be the most harmful advertising for them if it is based on a negative experience.

When the Representative Become Rude
I have encountered several representatives that did not like dealing with an educated consumer. In response to my inquiries their tone of voice or comments became unprofessional. If this occurs, under no circumstances should you be rude in response to the representative (as much as you might want to be) because it will give you an advantage when you take further action.

When this happens remember - you are purchasing their product, and it is their obligation and responsibility to treat you with respect. It is their job to provide you with a good product or service because you are spending your money on what they are offering.

Ask to Speak to a Supervisor
Do not be rude even though you may be aggravated with the situation; speak to them in a calm but assertive manner. Sometimes they are unaware of what the representative did and should be able to resolve the issue.

If the Representative Will Not Allow You to Speak to a Supervisor
This has happened to me on several occasions. When this does happen, simply end the conversation. Be sure to handle the situation (no matter how aggravating) in a calm manner. The next step you will take is to call the main or corporate office to file a complaint. This will not resolve the situation immediately, but the issue will usually be corrected. If you can not call the office send an email or letter - make sure to let the company know what happened.

If You are Calling - Hang Up and Call Back
Sometimes you get a "bad egg" out of the group of representatives. When you call back you will have the opportunity to speak with someone else. Do tell them of how you were treated previously. A majority of times bad representatives will not write a note in your file about that particular conversation or will write incorrect information. When you speak to the next representative there should be a date and time as to when your account was accessed. If you are calling back immediately the representative you are speaking to currently will question the accuracy of the notes if they are there. Also, they may end up resolving the issue without having to speak to a supervisor.

If Have Problems with the Phone Representatives Go into the Store
This comes down to face to face contact being a more effective way of communication. And they do not want others to overhear conversations of unsatisfied customers because they will begin to question the service they already have or about to get.

File a Complaint
Contact the BBB (Better Business Bureau), FTC (Federal Trade Commission), or other government agency that deals with your type of complaint. These organizations are meant to aid the consumer and prevent unfair business practices. I have never had to do this, but have made this an option of last resort in conversations with managers or supervisors - that usually resolves the issue almost immediately.

After the Issue Has Been Resolved Ask for a Credit
Companies will not offer credit in response to bad customer service anymore; you have to ask for them. Politely thank the person you are speaking to for resolving the issue - then state that the bad customer service left you unhappy and caused an inconvenience. No consumer should have to tolerate being treated poorly when they are spending their money, without consumers business would not succeed. Usually a credit will be applied to your account or other resolution will be offered.