customer service

[borzoimom]

That was very good information. I got upset about people swearing they would call me back, and then didnt- and the next one do the same..
YOu know allstate has a commercial about your real representative. I think all companies need to take that approach. IN a effort to save money, sometimes we put ourselves in the position of dealing with these companies that really have the poorest in service.
I took a week to resolve this issue we had. And I was recupperating from surgery so this pattern of customer service, or should I say lack of customer service was even more aggravating!!!

[Blue_Frog]

Yeah, thats the most frustrating thing - not having someone call you back when they said they will, especially if they're calling to your home phone and not a cell.

3 things I always did when I was still on the phones ...

1. "Ok, I need to get you that information, it should take me about X long. What would be a good time for me to call you back"

2. Write down the customer name, ticket number, phone number, and TIME to call back on a Sticky Note, and attach to computer monitor.

3. Call back WHEN I said I would, even if I dont have a resolution to the problem - "I'm very sorry personX, but I haven't been able to get you that information yet, but I am still working on your problem. Could I call you back at the same time tomorrow?" *create NEW sticky note, and update the Ticket information*

I really wish other customer service / tech support people would do the same.

[borzoimom]

Man I wish I had you the last few days.. It was getting like head banging time on this end! lol
Tell me- we are debating writing a descrip letter to the main office. Would that do any good???

[Blue_Frog]

Ooo thats a good idea since talking to them doesn't help ...

Go to the website, and get the name of the important people and send to all of them -- something like ...


Dear ______,

I am writing to you today to voice my displeasure with the service I have received at your ______________ office, located in _______________.

I have been experiencing issues with , and placed a call to your support line on . I spoke with your customer service agent , who at that time was unable to resolve my issue. I was then promised a callback for , so I remained at home awaiting your response. I did not receive a callback at the specified time.

A second call was placed to your support line on , at which time I spoke to , who again promised me a callback with a resolution. Again, I did not receive a callback. *repeat with additional details*

I find this level of service to be unacceptable. I would like to have my issue resolved without any further delays by your customer service group.

(etc. etc.)


-- or if the issue has been resolved, then leave out the part about wanting a resoution. Mention that you are considering other services after the experience that you had with this particular issue. A good company will try to make ammends, and a bad company will let you go -- then you tell 10 of your friends who never use their service again either

[borzoimom]

GOD BLESS YOU! I copied and added information to it... Thank you soooooo much!!!

[Blue_Frog]

No problemo

[kimlovescats]

Blue Frog ... thanks for sharing your trade secrets!