How to Get the Best Customer Service

It seems these days that customer service has gone the way of the rotary phone. Having seen the coin on both sides though, I realize that it is not just due to a change in how companies treat their customers, but the way customers behave these days. Some big chain stores have groomed a new breed of customer. The customer who demands that their every demand, no matter how unreasonable, be met without argument, no matter how badly said customer treats the employees at the store. The reality of it is this: that's just not how the world works. This type of customer can almost always be heard spouting the phrase "the customer is always right!" Well, that phrase is only partly correct. The truth is, the customer is always right, unless it violates company policy or is completely unreasonable. With this breed of customer came a new breed of customer service employees as well. These employees are jaded, from too many instances of customers treating them like dirt, and management not backing them up.

So as a customer, can you still make sure you get good customer service and get what you want? Sure you can, it's really not hard at all! The trick is that you have to behave like a good customer to get good customer service. You don't give in to a child who is throwing a tantrum, so why should you be rewarded for it? In the end, being a good customer is less stressful to you, and far more likely to get you what you want. Remember the old adage "you will catch more flies with honey than with vinegar"? That applies here as well! Be polite and courteous with employees, and you will receive the same treatment in return. It's much harder to be rude to someone when they are being polite and kind to you.

Now let's skip straight to the important part. When you have a problem, that's when you will usually contact customer service. You're angry, but resist the urge to cop an attitude with the customer service professional you are encountering! Here are a few steps you can follow to help ensure a less stressful experience for you, the customer.

-Don't call or visit when you're mad!
If the problem can possibly wait just long enough for you to calm down, the wait. You are far more likely to get frustrated and lose your temper if you go in or call when you are still upset. Give yourself a chance to cool off first.

-BE POLITE!
Generally, customer service professionals are not highly paid employees. They also most likely did not cause your problem, they are there to help you fix it! By being polite, the person you are interacting with is more likely to be polite in return, and even go above and beyond to help you.

-Give your name, get their name
If the person you're speaking to gives their name as part of their introduction, or is wearing a name tag, make note of their name, and use it. "Hi Jane, my name is John…" will suffice. This puts you on a more personal level with the customer service professional, and is friendly.

-State your problem
State your problem clearly, and make sure you give all of the facts.

-Be PREPARED
Whenever possible, and whenever applicable, have any necessary information ready. This includes account numbers, part numbers, model numbers, service codes, receipts, case numbers, etc. If you have had a prior interaction with customer service about the same problem, you should already have a record of it, including who you spoke with.

-TELL THEM what you want done
If you already know what you would like done to solve your problem, ASK FOR IT! It is the customer service department you are contacting, not a psychic hotline. There's no shame in asking for what you want.

-Make it reasonable, and give them a chance
-Your request must be reasonable. If you want your money back, ask for it. If you want a replacement, ask for it. Don't ask for a replacement AND your money back. One rule of thumb to follow is this: don't ask for more back (in money or value) than what you paid. That is usually unreasonable. It is not always unreasonable to ask a company to step outside their usual policies and procedures, but make sure it's not a big step outside, and that your request still follows the basic rules of what is reasonable.

-Ask for a supervisor
-Sometimes, what you want may not even be within the power of the customer service professional you are speaking to. Thank them for trying to help you, but politely tell them though you appreciate their time, the solution they offered really doesn't work for you, and tell them you would like to speak to a supervisor. Follow the same steps as above with the supervisor.

-Thank them!
In most cases, the steps above will yield you the result you want. Thank the person(s) you spoke to for their time, and let them know that you appreciate their help on this matter.

Does this all work? It certainly has for me. Case in point: my laptop, which I am typing on right now. The battery had lost a good part of its usable life, just a few months after I purchased the system from Dell. The battery no longer held a good charge.

Batteries are almost never covered under any sort of warranty, because they are meant to be replaced, however I felt that this was too soon to need to replace a battery that costs over $100. My husband called first. He has no clue how to deal with customer service, and is quite similar to a bull in a china shop. He was not very polite, and he was not entirely reasonable, he was just plain mad. He did not have service tag numbers or account numbers ready, and just got more frustrated while searching for them when he was on the phone. He never stated what he wanted Dell to do about the problem. He got nowhere, and he was simply told he would need to purchase a new battery.

I called the next day. I clearly explained the problem. Initially, I got the same response as my husband had received the day before. I said to the representative "I know that batteries are not covered under the warranty, and I understand that batteries are not meant to last forever, but I feel that 5 months is far too soon to have to buy a new $149 battery, and I really feel that this battery is defective, it should not have died so soon. I understand how rechargeable batteries work, and I do understand that they have a limited amount of recharge cycles, but the battery should not have gone bad so soon. I have been very happy with Dell so far, and I want to continue to be able to rave to friends about the great service I get. I would like a replacement battery, is this something we can work out?"

I was placed on hold, and within a few minutes, I had the rep back on the line with a tracking number for a new battery, which would be mailed to me immediately, along with a return shipping label for the defective battery. I remained courteous, stated my problem, asked for what I wanted, and I got it. Yes, I was on the phone for a little while, but I got what I wanted, and it was not a stressful interaction. Knowing that this company sincerely wants to retain their customers, and keep them happy, just like any other company, I was certain that they would meet my request. Notice that the request was very reasonable. I simply wanted a replacement part, and I returned the defective part. I did not ask for a new battery AND a return of $149. I did not ask for a new battery AND expect to keep the old one as a spare. I have even seen customers who would have gone as far as to demand a whole new laptop computer with such a problem. That is an unreasonable request. It is especially important to make sure your requests are reasonable when you are asking the company to do something that is generally outside their usual policies and procedures.

Following these simple steps will not only make sure you get good service, but will also save you a lot of stress, since you are not getting all worked up, and you aren't being met with resistance at every step.