Eight rules of good customer service

Eight rules of good customer service If the Bill of Rights was written today, it is likely that the right to complain complain.Americans like, but who can blame us? For most cases, the customer service has been heading downward, as companies seek to reduce costs through outsourcing, near shoring and the recruitment of inexperienced staff. Take the airline industry, a favorite punching bag, for example. In the first quarter of this year, the Federal Aviation Administration has received 2650 complaints for airlines and other travel-related services. This third party is one year ago and does not include complaints from passengers who have never disappointed the trouble to submit a formal grievance.Many sometimes complain effectively and, in tu, causes more frustration and more consumers complain, often accompanied by screams, cries and cursing.But do not worry, we are here to help. We spoke with customer service advisors - people who are trying to help businesses better serve you - to discover the secret weapons in the complaint arsenal.Rule # 1: know exactly what you're complaining about, and what steps you have purchased WantSay a saw from Home Depot and reciprocity that stops working after three months. Before you take to shop, find out what you want. Do you want a change, even a refund or another brand to see? Keith Bailey, co-founder of Sausalito, Califoia-based Sterling Consulting Group and co-author of Customer Service for dummies, suggests that, after making your application, you should shut up and listen to what the seller has to say. If you stay silent, and then reach an acceptable solution. "Do not dramatize their emotions. If you use a tag name, call by name, be educated, to have his hand and create a report, "he says.Rule No 2: Do not demand to speak with ManagerSure sometimes to get your problem resolved is to speak with the person responsible. But no matter what industry you are, really do not want people want to talk to your boss. And, for some reason, we ask to speak with him, his head mysteriously goes to lunch - including a 9 AMT Scott Gross, speaker and author of several books on customer service, said that as soon as you switch from a seller of head , which has created an adversary. "The best way to say, 'Who can talk to who has the authority to solve this problem?" We are asking for help on your team, "he says. "It is important for customers to understand that this is a relationship of power. Server has the power - maybe not the authority - to give a good service or a miserable experience. "Rule No. 3: sneaky ways to contact a service representative CompanyCustomer are much more expensive than web sites. That's why companies intentionally their numbers are difficult to find. You can get lost in the jungle of information on Amazon.com 's website to find your phone number. A better idea is to find your profile on Yahoo! Finance and, of course, with an address, a phone number.Gross proposed research of the company press release by the press of your Web site, calling the contact person and ask to speak with. (PR friends Sorry, but it is called public relations for a reason.) Bailey also has some tricks his sleeve. If you call a main number of the company and get a recording of greetings, sometimes you can skip another extension number. If the last four digits of the main number of the company in 2700, try 2701 or 2705. More than likely, you will have a live body to speak, and you can transfer to the department need.Another tactics that smart companies are using their telephone systems are not offering the opportunity to speak to an operator until the last moment -- the last second, when most people have already resigned. Bailey explains that the caller believes that the registration is about to hang up on them, then there is a brief pause, and finally proposes the recording of zero for the operator. Think you can outsmart the company by the computerized telephone system only zero at any time? Guess again. Bailey said that many times the system is not programmed to recognize the zero key until the end of message.Rule No 4: Invoke 240Rule Your Rights Under Article 240, which is part of an airline's contract of carriage, details the rights of passengers due to delays, cancellations and coincidences that are not caused by weather conditions. Unfortunately, every airline in the United States has a different policy. But knowing what is the policy before going to the airport can be the difference between receiving the next flight and spend a couple of hours watching CNN in an airport lounge. Do not expect to inform employees of the airline on its policy, either. However, do not forget Rule No. 1 and the fact that airline employees are trying not only to you, but with dozens of angry customers. If you go to the counter waving a copy of the standard in their faces and will continue to require that, very likely not far.Rule No 5: Letters To Address IndividualsBailey says consumers should send letters only when they have a specific name and address. Also, the mark and confidential. Sure, you can still be opened by an assistant, but has a better chance of reaching the person. You can get results for the first time, send another letter.Rule No. 6: Keep your expectations CheckThis is simple: do not expect to have an experience of shopping at Nordstrom Wal-Mart. You should still provide a good service, no matter where you shop, but do not get white-glove treatment to reverse the price, so do not complain. Goods stores are cheap for a reason.Rule No 7: To protect local property StoresAs gross points, if you buy in a local factory, the owner is usually there and eager to solve any problem. Sure, local outposts usually cost more than supermarkets, but when was the last time billgates Ivan Seidenberg or help with your complaint? Rule No. 8: Do not just complain. Alabanza, TooIf you are going to complain, you also have to recognize superior service. Bailey not only thanks to a customer service for a great job, but also to write the CEO or manager of the employee. "When someone says," You did a great job, "the lights of these people," he says.For more information about this topic visit Thapar (MBA)