When you’re hurt, don’t threaten to end a relationship
January 11, 2010 by ABDada · Leave a Comment
Not all my advice is about dating, and many of my rules to relationships can be used in dating, but they can also be used in any relationship: business, friendships, family, loves and lusts. Recently, a friend of mine had an issue with his bank charging him an overdraft fee that wasn’t warranted. I gave my friend this very same advice that he had never heard before, and he used it to successfully gain control of the situation to his satisfaction.
For most people who are hurt in some way by a phone company, a retail store, the cable company, a utility company or a bank (plus many other companies), the first thing most people threaten is to stop doing business with that firm. This is absolutely the WORST threat you can make. In some ways, a company wants to get rid of a complaining customer because they don’t want to deal with future issues.
My rule is simple: call customer service and record the full details of who you are talking to at every step of the conversation. Make them understand that you’re writing down their information. Ask for their name, their direct phone number and extension, their customer service ID and any other information that might be necessary. Sometimes I’ll ask if there’s a specific call center I should call to reach them, or if they have a manager’s name, phone number and extension. Then write this information down (I prefer to type it so they can hear me typing). I’ll specifically say “Please wait a moment while I type this information out.” Then do it.
If they don’t offer you a solution that is what you want, considering the time you’re investing looking for a solution, tell them what you want. You can say “I want a full refund of the overdraft fees immediately” or “I want the next month of my cable service credited back immediately.” If they agree, tell them that you will want confirmation of this through email, postal mail, or a confirmation number over the phone. If they don’t agree, tell them that you are adamant about getting a resolution that compensates you for your time.
Most of the time, customer service representatives will give you an excuse like “I don’t have the power to do that” or “We don’t do that for anyone.” This is a lie. They’re negotiating with you to try to get their firm a better deal. Everyone in customer service wants to fend for themselves, it’s part of the business.
If they still won’t help you get a resolution that is good for you, remind them of the following:
- You have their name and extension and you have plenty of time in the coming weeks to continue calling them and requesting a resolution that is fair. You’ll be more than happy to let them go talk to a manager today and you’ll call back tomorrow and on future dates to follow up until there is a resolution.
- You’re unhappy, but you want to use their service for the future, and you will not stop requesting a better resolution.
- If they still won’t give you what you want, request that you are transfered to the next level of service there is, whether it’s a manager or a level 2 customer service representative.
Do NOT let them “call you back” ever. If they want to transfer you, tell them before they do that you need the next higher up person’s direct phone number, extension, department, and possibly their name. Ask for a moment to type this information in and do it.
If you get to another level of service, repeat the same steps: get their name, their department, their call center, their direct phone number, extension and their customer service ID if any. Repeat exactly what you said to the previous person or persons: you are not going to end using their firm for service, but you demand a resolution that is amiable to your needs and the time you’re investing. For every step I have to move up the customer service chain, I request additional free months or compensation. If this person won’t help you, ask for the next level. Do not accept a return phone call, explain that you are too busy for phone calls and you want the solution resolved now, or that you will continue to call back until you receive a resolution.
Eventually, you’ll find someone who will help. In my friend’s case, he spoke with the branch manager at the bank who was able to instantly and immediately refund his overdraft charges and fees. It took him some time, but he was able to do it all on one phone call. If he had said he wanted to close his account, they would’ve happily closed it and kept his fees.
Remember: you are not just their customer, you are their boss. You pay for their paychecks, and if they don’t give you results that compensate you for your time and frustration, you’re going to keep calling and asking them for an update until you get what you want. The longer it takes, the more you’re going to want. Don’t waste your time with stupid threats about “quitting” the firm, invest your time to get the best resolution that is possible.
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