Ever get the feeling that while you slept last night, somebody came in and magically whisked you away to an alternate dimension? Everything looks the same – your spouse, your kids, your boss, your home, your family and friends – and yet something has changed, something fundamental to your existence. Nobody else seems to think anything’s wrong; people go about their daily business and act normally; yet something is out of place and you’re the only one who notices. That’s the way things feel for me lately when I have issues with products or services and need to deal with a company’s customer service department. It’s as if I’ve entered a funky episode of “The Twilight Zone", except this is no TV show and I can’t turn to another channel.
There was a time when, if you had a problem with a product you’d purchased or services you’d paid for, you could contact the company via letter or phone and get a prompt resolution to the problem. That doesn’t happen anymore. Businesses are using overseas organizations to provide phone support. When you purchase a system (say, a computer), odds are good that it consists of items manufactured by different vendors, each with its own line of support. Get multiple vendors involved in a scenario like that and inevitably you’ll hear something like, “Oh, it’s not our monitor; it’s your video card. You’ll need to contact that vendor." And of course, when you do, the company that makes said video card claims their card is just fine, that’s it’s a monitor issue, and you need to contact the manufacturer of your monitor…who refers you to the video card maker…who refers you to the monitor manufacturer…and you see how you can get nowhere fast.
It’s especially frustrating when I’ve paid the extra money for extended support (especially popular with automobile and electronics manufacturers) and get this same kind of runaround. What the heck did I pay for, anyway? Is this some strange new form of entertainment? If so, it’s the company that’s having all the fun, because I’m sure not enjoying myself.
And if you think only folks like you and me are dealing with the irritation of lousy customer service, think again. Businesses of all sizes, from mom-and-pop startups to large corporations and government entities, are experiencing the same thing. Several years ago two very large and very well-known computer companies merged. It seemed that it was only a matter of days before the excellent support our company had received from the vendor began to deteriorate. I talked with a number of folks who are in the IT business and all who dealt with the company said the same thing: Customer support collapsed.
So what do you do? Do you take your lumps and resign yourself to living with substandard products and services, and equally poor support? You don’t have to. Try these suggestions the next time you have an issue you need to resolve.
Know What You’re Getting
Before you ever plunk down your hard-earned dollars for anything, do some investigative snooping. Find out about the company’s return policy regarding defective merchandise. Ask about warranties, both standard (free) and extended (purchased). In the event a repair is necessary, inquire if you get a “loaner" while your item’s in the shop. When it comes to services, verify how long you have to report faulty repairs or unsatisfactory workmanship and either get the work redone or get a refund. And get the information in writing!
Don’t Pay for What You Don’t Need
Those extended warranties can be lifesavers sometimes. But it doesn’t make sense to pay up to 25% of the purchase price of a small-ticket item for three years of a limited extended warranty (and folks, when they say “limited", they’re not kidding!). You know how much it’ll cost you to replace an item that goes bad, and whether it’s for personal pleasure or vital to your business. Consider an extended warranty if you’re buying something you’ll be utilizing heavily (like a laptop) or that would be too expensive to replace on your own; otherwise, let it go.
Be the Squeaky Wheel…
When the time comes for you to utilize that customer support number (notice I said when, not if), be prepared. Have all your information on hand (product serial numbers, model numbers, date of purchase/service, etc.). Don’t make a call for support five minutes before you have to leave for work; you can expect some hold time in addition to the time it takes to state the issue and start resolution. When you do get a live voice on the other end of the line, be precise in stating the problem. Identify the steps you’ve taken to resolve the issue on your own. Be persistent if the support representative says it’s not the company’s problem or if you need to talk to another vendor. Don’t be afraid to ask for a supervisor or the next level of support if you aren’t getting satisfaction. You have paid for this product and the support that goes with it, and there’s nothing wrong in asking a company to back their product or service.
…but Be Professional and Polite
We all get frustrated when we get transferred to the wrong department repeatedly, or lose the phone connection (nobody would ever hang up on a customer…). Remember that in many cases a company staffs its first-level support group with folks who may not know much about the product, the service, or even the company’s policies regarding providing support. You don’t hit the gurus until you’re at second- or third-level support. So don’t take it out on the person on the other end of the phone. Losing your temper and chewing somebody out may feel good, but you may find yourself listening to a dial tone. And believe me, those folks know how to flag a customer as a troublemaker. Once that happens, you can pretty much kiss any kind of decent support goodbye.
Find One Point of Contact
Always get the name of the person you’re speaking with on the phone. If you find you’re getting good support from that individual, make a note of it and always ask for that person in future calls. The more people who get involved in your incident, the more likely the chance that something will fall through the cracks and you’ll have problems. Having one person handle your situation from beginning to end reduces that possibility and usually results in faster service.
Document All Conversations
Write everything down (and I do mean everything!). Date of call, time of call, name of person (or persons) you spoke with, the general content of the conversation. Note dates and times that services or repairs were promised. Most companies issue some kind of tracking number to identify each incident called in; write it down and refer to it in all of your conversations. You might consider using a small notebook to track all support conversations you have. It could be invaluable if the worst-case scenario of a court case ever occurred.
Pay Homage When It’s Due
We’re all quick to point out the things that go wrong in any situation. What we don’t do often enough is identify the things that go right. If you have an incident where you received excellent customer service, write the company to let them know (snailmail, not email). Give dates, times, and especially names. Thank the individuals involved. When you take the time to let a business know that things went well, you’re giving them valuable input on what to keep doing right and how to improve their customer service.
If you think all of this is too much trouble, do a search on the Internet using the keywords customer service horror stories and see just how bad things can get! You can get good customer service when you need it; you just have to do a little more of the work yourself. Save yourself some grief and try some of these tips the next time you have to deal with a company’s customer service or tech support department. You might find things going a little smoother, and your problem getting resolved without tempers flaring on either side of the phone line. |
