Impersonal customer service makes it hard to get help. Here’s the script for success.
TAKING A COMPLAINT TO CUSTOMER
service can be maddening. No one wants to deal with endless phone trees, outsourced representatives working from inflexible scripts, automated responses or chatbots. “Despite saying they provide more ways than ever to contact them, companies are building fortresses around themselves so that no one has to interact with you,” says Christopher Elliott, of Elliott Advocacy, a nonprofit consumer group.
To breach the walls and successfully resolve your complaint, says Elliott, you must use the three p’s: patience, persistence and politeness. Don’t expect an instant fix, and give the company’s complaint process time to work. Be prepared to tell your tale repeatedly, taking your complaint up the chain of command if necessary. And even if you’re frustrated and furious, make nice. Being polite will help your complaint go to the top of the pile and get you a better response every time.
Here are steps you can take to get the results you want.
Document everything.
It’s still called a paper trail, even though much of the information may be digital. For any product or service for which you pay a sizable sum, keep copies of your order confirmations, receipts, contracts, work orders, warranties, service agreements and billing statements. If you opt to get a receipt by e-mail or text, make sure you receive it and file it. Before you dispose of product packaging, remove enclosed paperwork that may include a warranty and customer-service phone number. Also remove the bar code, which you may need to obtain a replacement item, says Amy Schmitz, a law professor at the University of Missouri.
Esta historia es de la edición October 2019 de Kiplinger's Personal Finance.
Comience su prueba gratuita de Magzter GOLD de 7 días para acceder a miles de historias premium seleccionadas y a más de 8500 revistas y periódicos.
Ya eres suscriptor ? Conectar
Esta historia es de la edición October 2019 de Kiplinger's Personal Finance.
Comience su prueba gratuita de Magzter GOLD de 7 días para acceder a miles de historias premium seleccionadas y a más de 8500 revistas y periódicos.
Ya eres suscriptor? Conectar
A SOLID YEAR FOR THE KIPLINGER 25
All but one of our favorite actively managed, no-load mutual funds gained ground as markets recovered.
YOUR VACATION HOME COULD PROVIDE TAX-FREE INCOME
If you plan to rent out your vacation home, it's important to understand how your proceeds will be taxed.
IT'S NOT YOUR IMAGINATION: YOUR CEREAL BOX IS SHRINKING
To avoid raising prices, some manufacturers are reducing the size of common grocery items. Here’s how to fight back.
SHOULD YOU WORRY ABOUT BEING LAID OFF? IT DEPENDS ON YOUR INDUSTRY
Downsizing has hit certain sectors. But cutbacks may be slowing, and some companies are expanding.
How identity thieves are exploiting your trust
Con artists themselves are disguising as well-known brands to steal your money and personal information.
CUT THE COST OF YOUR WIRELESS BILL
AT&T, T-Mobile and Verizon dominate the market, but smaller outfits offer similar network coverage at lower prices.
MAKING HOME ENERGY MORE AFFORDABLE
Households in need can get energy-efficiency upgrades, help with utility bills and more from this nonprofit.
A HEAD START FOR SAVERS
The Saver's Credit is designed to help low- and middleincome taxpayers contribute to a retirement account.
Say I Love You With a Money Date
To nurture a lasting bond with your partner, meet regularly to talk about money.
Plan for Your Own Elder Care
AFTER I wrote a series of columns in 2022 about elder care planning for family members, I received a number of responses like this one: “What about married couples who have no children or whose family members don’t live nearby?” wrote one reader. “Or a single individual with no close relatives? How should these people plan for their own elder care?”