| The Other side of the coin of customer service |
By: Carol Odell
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Do you realize you could be heavily influencing what kind of customer service you are receiving as a consumer?
Certainly it is the company’s job to give excellent customer service. However, the tone can be set by us, the consumer, especially if we are being ignored or treated in a negative manner.
Granted, it is hard to remain respectful and positive when we feel discounted. Try thinking of how you can make a difference if you take the high road. Mother Teresa said, “Kind words can be short and easy to speak but their echoes are truly endless.”
Unfortunately, we live in a society that teaches us to be angry to get what we want from a business. After all we are the customer and we have rights. So does the business and its made up of real people.
One tactic that can work if you are not getting the information and action you want from a customer service person is getting them to see and feel your situation. Ask sincerely and calmly, “If you were me what would you do?
How can we be smart/responsible consumers and perhaps avoid some conflict? Be proactive and do your research before you start shopping. Here are some tips for being a smart/responsible consumers?
- DO YOUR HOMEWORK. Is it a good product for our needs? What are some alternative products.
- CHECK ON COMPANIES WITH THE BBB. Your BBB has 30,000 reports in its database. For a company report, call your BBB at 719-636-1155 or go online at bbbsc.org.
- GET BIDS AND/OR PRICING. We receive numerous complaints from consumers saying they could have bought something or had repair done for much less from another company. Then why didn’t they? The company has a right to charge what they want and consumer can shop where they want.
- KNOW WHAT THE REFUND POLICY IS. The business can set its own refund policy.
- GET AGREEMENTS IN WRITING. If you are having work done on your house, car, etc. get the price, kind of materials and date to finish in the contract.
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