We have all dealt with situations where customer service can be a deal breaker. Recently I was told of a situation that happened between a long standing customer and a leading telecommunication provider that many people can relate to. It all happened shortly before the holiday season when a customer upgraded their television and required a new cable box. The customer’s telecommunication provider sales person promised the cable box for free as well as discounted monthly payments for up to a year.
The customer agreed to this deal and waited for the installation. Unfortunately, the email to confirm the deal never arrived in the customer’s inbox. When the installation was completed the customer was surprised and agitated to discover a whopping fee on their next bill that clearly did not reflect the deal that was promised by the sales person.
After a grueling conversation with the telecommunications company customer service team, the customer did not get the situation resolved and decided to cancel all services by this provider in frustration. Upon calling the appropriate department to cancel service, the customer was connected to a “special” customer service team that conceded to the original promise of free service and discounted monthly payments in order to retain this valued customer. To sweeten the pot, the monthly discount was increased by $5.00. The customer agreed to continue with the service.
Why didn’t the customer service team concede to the deal their sales person promised in the first place? Why agitate their valued customers to the point where service termination is requested before delivering? This is the problem with many high rolling retailers that control much of the market mass.
Customer service is such a necessary requirement in every successful business. It reflects the character and strength of a company’s brand. It is the one element that every business strives to improve with each year. Why is it such a problem with so many businesses then?
What can we consumers do to ensure we get the most out of our shopping experiences with retailers?
Firstly, we should know what we are buying. With any purchase, we should know the value and limitations of every product we buy. Where is it made? What are the guarantees of service? What is the recourse if the product is faulty? Understanding this empowers us as consumers to make the right choices.
Secondly, we need to understand that life isn’t perfect. We will not escape the fate of buying something that either doesn’t work properly or is missing a part. Take a deep breath. Then call the customer service team. You may find that by conducting yourself professionally and compassionately in a clear tone you will get further ahead to get what you need then by snapping at the customer service representative. This is when customer service can be the deal maker or breaker.
Now is the time when retailers are tempting consumers with fantastic discounts and sales. We need to be knowledgeable about the quality and conditions of every purchase we make. Shop wisely, within your budget and if you have to consult with the customer service team, negotiate well. It will be worth it!.
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