Tags |
|
|
Links |
|
|
AtricleZine - Battling with Customer Service: How to Win the War, Part 2 of 2
In the modern age that we live in there really isn’t a good grasp of what the employee and employer relation is. Of course there does still seem to be a sort of animosity, but there will probably always be that. But what about what the employee and the employer really want from each other? Communication is the key to obtaining the top employees and explaining right from the start what the real expectations are of them.Quite of
9. Escalate, but only if necessary.
If there’s no light at the end of a bleak tunnel, ask for a supervisor; however, do not immediately ask for manag
Some interesting survey statistics have shown how many people are unhappy at work. This has prompted me to return to an old theme. Under the title mid-life crisis the statistics revealed that of those over age 40 who were surveyed the fear of failure was what kept them unhappy.25% said they would not move from their present job for fear of failure. Yet in the survey 66% said they were miserable in their work while 52% said the
6. Don’t drink and dial.
It seems like a good idea at first; the mind says no, but the six-pack says yes. You’ve had a great relationship for years. Why throw it all away over a silly dispute? You decide to pick up that phone, one last time, and see if they realize what they’re missing. Has this logic ever worked? Here’s a hint: no. Calling customer service in an obviously altered state of mind will cause your pleas to fall on deaf, yet slightly amused, ears. If you want customer service to take a complaint or concern seriously, save the six-pack for when you call your ex.
7. Call during off-hours.
Yes, hold music is corporate America’s version of water torture. To keep your sanity intact, try calling during off-hours. What are off-hours, you ask? If Company X has 24x7 customer service, try calling after 10pm. If not, try calling Tuesday-Thursday between 10am-8pm or any time on Sunday.
8. Don’t call a “special number.”
The blog of a spurned employee, a news station, or a radio show might give you some kind of “secret” and “internal” number to Company X. They may claim it will eliminate hold time. Oftentimes, these “special numbers” are specifically for field technicians or an obscure department that cannot handle the concern. Call the main customer service number and pick the correct department. The towering inferno that is the Voice Response Unit may mistake your spoken request to “pay a bill in Iowa” for “cancelling all services immediately in Connecticut,” but simply stating “agent” to the VRU may get you to a real, live person. If “agent” does not work, try similar terms such as “operator,” “representative,” “customer service,” “parasite from the nether world,” or “spawn of Satan.”
9. Escalate, but only if necessary.
If there’s no light at the end of a bleak tunnel, ask for a supervisor; however, do not immediately ask for manage
It’s all about who you know, not what you know.How many times have you heard this phrase?In other words, the rumor is that if you don’t know the right people, you can’t get anywhere.Don’t buy into this rumor.Sure, there might be instances where you have to know the right person to get your foot in the door and there are certainly times when knowing someone might be the only way you can get hired wit
7. Call during off-hours.
Yes, hold music is corporate America’s version of water torture. To keep your sanity intact, try calling during off-hours. What are off-hours, you ask? If Company X has 24x7 customer service, try calling after 10pm. If not, try calling Tuesday-Thursday between 10am-8pm or any time on Sunday.
8. Don’t call a “special number.”
The blog of a spurned employee, a news station, or a radio show might give you some kind of “secret” and “internal” number to Company X. They may claim it will eliminate hold time. Oftentimes, these “special numbers” are specifically for field technicians or an obscure department that cannot handle the concern. Call the main customer service number and pick the correct department. The towering inferno that is the Voice Response Unit may mistake your spoken request to “pay a bill in Iowa” for “cancelling all services immediately in Connecticut,” but simply stating “agent” to the VRU may get you to a real, live person. If “agent” does not work, try similar terms such as “operator,” “representative,” “customer service,” “parasite from the nether world,” or “spawn of Satan.”
9. Escalate, but only if necessary.
If there’s no light at the end of a bleak tunnel, ask for a supervisor; however, do not immediately ask for manag
Getting a job in the film industry can be very challenging. It is not like other industries, which are based upon how well your resume is written or how well you interview. Industry jobs are very lucrative and highly sought after. This is in part because they can be very rewarding experiences presenting the opportunity for travel, glamour and fame. Although not advertised, most of these positions are secured through social networks,
7. Call during off-hours.
Yes, hold music is corporate America’s version of water torture. To keep your sanity intact, try calling during off-hours. What are off-hours, you ask? If Company X has 24x7 customer service, try calling after 10pm. If not, try calling Tuesday-Thursday between 10am-8pm or any time on Sunday.
8. Don’t call a “special number.”
The blog of a spurned employee, a news station, or a radio show might give you some kind of “secret” and “internal” number to Company X. They may claim it will eliminate hold time. Oftentimes, these “special numbers” are specifically for field technicians or an obscure department that cannot handle the concern. Call the main customer service number and pick the correct department. The towering inferno that is the Voice Response Unit may mistake your spoken request to “pay a bill in Iowa” for “cancelling all services immediately in Connecticut,” but simply stating “agent” to the VRU may get you to a real, live person. If “agent” does not work, try similar terms such as “operator,” “representative,” “customer service,” “parasite from the nether world,” or “spawn of Satan.”
9. Escalate, but only if necessary.
If there’s no light at the end of a bleak tunnel, ask for a supervisor; however, do not immediately ask for manag
As we all know there is office gossip and rumours that abound in the workplace. Some of them start as a joke and some as a result of overheard misinterpretation of a conversation. What we need to remember is that rumours hold no power on their own, it is the person that is passing it on that lends it credence. Now we do not want to allow us to stoop to their levels of unprofessionalism, but as it is your reputation that is being tarn
9. Escalate, but only if necessary.
If there’s no light at the end of a bleak tunnel, ask for a supervisor; however, do not immediately ask for manag
Many of you know that I'm a card carrying introvert on the MBTI scale (INFP), and as such, business networking isn't high on my lists of things I love to do. Or, should I say, networking as it's traditionally carried out -- big room, lots of people, mixing and mingling over drinks and inane cocktail party-like conversations -- is not my favorite activity. I'd rather have a tooth pulled, I think, than be subjected to this type of ne
9. Escalate, but only if necessary.
If there’s no light at the end of a bleak tunnel, ask for a supervisor; however, do not immediately ask for management if you were mishandled on a previous call. Customer service representatives undergo weeks of training and, oftentimes, are more familiar with current customer issues than their supervisors. Supervisors are there to ensure that customer service representatives are doing their jobs; it is the job of the customer service representative to handle your call and concern.
10. Carefully consider contacting outside regulatory authorities.
If absolutely necessary, contact the Federal Communications Commission, established in 1934 to regulate communications by wire, cable, satellite, radio, and television. Complaints to the FCC are taken seriously and will be handled at Company X by a department well trained on their rules and regulations. Due to the escalated nature of this department, they may have higher hold times and more restricted hours of operation than regular customer service. If you’ve been completely, hideously, utterly, and unforgivably wronged, feel free to call a regulatory organization. If you’d like to voice a complaint, but do not need any further action taken regarding your concern, call or e-mail the company itself.
If you follow these ten tips, the balance may swing in your favor. May the customer service workforce be with you.
HTTP = HTML link (for blogs, profiles,phorums):
<a href="http://www.atriclezine.com/article/15578/atriclezine-Battling-with-Customer-Service-How-to-Win-the-War-Part-2-of-2.html">Battling with Customer Service: How to Win the War, Part 2 of 2</a>
BB link (for phorums):
[url=http://www.atriclezine.com/article/15578/atriclezine-Battling-with-Customer-Service-How-to-Win-the-War-Part-2-of-2.html]Battling with Customer Service: How to Win the War, Part 2 of 2[/url]
Related Articles:
Magicians, Restaurants, and Getting a Job
Bookmark it:
|