Most consumers expect to undergo long waiting times and to be switched through an electronic network whenever they telephone a company about a service problem, so that they are already angry and upset before they finally talk to a service provider. However, to get good customer service, one must realize that the person on the other end of the phone is probably just as harried and under pressure as the caller.
Before picking up the telephone, make sure that you have in front of you all the guarantee information for the product that needs service. Write down the product number (usually hidden somewhere on the product), the date and place of purchase, and any other facts that you might be asked for. It also helps to write down exactly what the problem is. And be sure to use the free service number provided in the company literature.
The first requirement for getting good customer service is a patient and pleasant attitude. Be friendly and polite to the service provider, and treat him or her with courtesy, even if there has been a long wait for somebody to respond. Speak slowly and clearly, especially if the service has been outsourced to another country.
Then explain clearly, with as few words as possible, exactly what your problem is. Tell the service provider exactly what service you need. If the service provider asks for information about your guarantee, provide him or her with the facts needed to deal with your problem. And be clear about your mailing and shipping addresses.
If your guarantee is still in force, all costs may be covered, and you will pay nothing for the service. If it is necessary to return your product for service, the company usually provides free return shipping and explains how to send back your product. In other cases, the guarantee may have expired, and you might have to pay a service fee if you return your product for factory service. This part of the service negotiation is usually lengthy, and you may have to wait on hold while the service provider works behind the scenes. Again, patience on the part of the consumer makes the process go more easily. Most companies want to have satisfied customers and will do their best to solve your problems and work out any difficulties. They will arrange to send you a refund or a new product and will help you return your product if necessary.
If you are not satisfied with what the service provider has told you, for instance, that you are not entitled to a refund or to free repair service, you may ask to speak to a superior. In some cases, going over the entire procedure again with a manager or other official will settle the problem in your favor, but if you are again told that you are not entitled to any free service, it is wise to politely terminate the call. Sometimes a letter to the company president or a call to the local better business bureau may bring relief, but in other cases you must realize that either you are not entitled to any further service or the company is simply insensitive to consumer problems. Occasionally, one finds companies that do not reply to emails or phone calls and require the consumer to deal only with a retailer rather than the manufacturer.
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