I was watching The View the other day and I heard Whoopi and the others complaining about poor customer service. The conversation went on for quite a while about un-kept appointments all the way to condescending comments received from customer service representatives.
This bothers me, as I am sure it does you too. My background includes exclusive customer service training from IBM, yes, BIG BLUE. I feel I am quite qualified to extend a few tips to help alleviate the annoyance of issues like Whoopi experienced.
First, and most importantly, realize that the representative helping you may be having a bad day. They may have personal problems they are dealing with, or it may be as simple as the caller before you chewed him or her out. Keep this in mind. Have a heart.
Secondly, go out of your way to be nice. It may be difficult as your reason for calling in the first place could mean you are already too angry. Trust me here, your kindness will take you further than your anger.
Third, when you receive the results you desire, thank the representative and ask for their name and perhaps take the extra step to write a kudo letter for their helpfulness. This will create the pay-it-forward...the next caller will likely be pleased to receive help from a representative that feels appreciated.
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