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8 Secrets in Getting Your Customer Complaints Resolved Quickly
Poor customer service is truly a breach of trust. Depending on how severe the lapse is, people react differently. Consumers demand excellent customer service and when they do not get it, customer complaints is inevitable.
Everyone wants to get their concerns resolved immediately. But with an explosive encounter with the representative, you may have a harder time getting what you want. Here are some suggestions to resolve customer complaints quickly and without incident.
1. Be Calm
It’s a cliché to say stay calm but there is wisdom in this. Being calm allows you to think clearly, respond better and more importantly decide properly. Staying calm allows others to be calm as well. Furthermore, being calm allows you to be objective. Reducing anxiety is important to avoid unwanted incidents.
Resources For The Consumer
2. Be Clear With What Happened
Instead of going ballistic, it is more productive that you describe what happened in detail. The information you provide the customer service representative will help them provide you with a solution. Recall as much detail as possible. Also, if you have documents to show, provide it immediately. Moreover, use simple and clear language so that you can be understood better.
3. Be Clear With What You Expect
Instead of ranting, share with the representative what you expect. Being clear with what you want gives the company a good idea how to help you. Moreover, being straightforward prevents delays that can be frustrating.
4. Talk To The Right People
In many cases, the representative can provide you with what you need. But there are instances where you need to talk to their supervisor or even the manager. It would be futile to ask something from a person who is not authorized to give what you want.
5. Show Respect
Sure, the company had a lapse of some sort. This does not entitle you to disrespect others. Let me be clear, it’s understandable that you become angry. But how you manage that anger is important. So keep a level head to avoid an aggressive or a violent confrontation. Moreover, stick to the concern and refrain from personal remarks against the representative. Also, never physically attack the person unless you want to go viral on the net. Worse, you don't want law enforcement personnel locking you up.
6. Be Reasonable
There are cases when you can’t get what you demand. So have an open mind and be willing to negotiate and compromise. As a rule of thumb, be reasonable.
Important Consumer Information
The Federal Trade Commission helps American consumers with customer complaints. You can check out their complaint assistance website here.
The Bureau of Trade Regulation and Consumer Protection (BTRCP) under the Department of Trade and Industry (DTI) provides protection for Filipino consumers. Check the DTI website here.
7. Don’t Make A Scene
Some customers make a scene in the hopes to get sympathy. You may prove that you are not satisfied as a customer. But you can also prove that you can be unreasonable. Worse, cops may have to intervene just to resolve the issue.
8. Exhibit patience
Against all that is logical or even possible, extending your patience can be your ticket to a quick resolution of your concern. Patience goes beyond merely waiting for extra minutes for the customer rep to take action. In fact, it includes patience for the person's poor action or lack thereof. Perhaps it's patience for the lack of knowledge and skill to address your issues. With extended patience, you can keep yourself calm in spite of the dismal situation.
Remember that consumer rights are there to protect you from poor products and services. But demanding your rights must be done in a civil way. You don’t need to muster the energy of a nuclear weapon to get your complaint resolved. With these reminders, your customer complaints can be addressed quickly without incidents.