Contact: John Tschohl
(952) 884-3311
Email: quality@servicequaity.com
Web: www.customer-service.com
By John Tschohl
Note to Editor: Feel free to use all of parts of this news release. John Tschohl also is available for personal interviews. You can contact him at the phone number or e-mail address above.
Chances of finding someone who has never experienced bad service are slim to none. From waiting for a repairman who doesn't show up to attempting to return a faulty item to being served food that is undercooked or overcooked, we've all been victims of bad service at one time or another.
Too often, however, we accept poor service as though it is something we deserve. The truth is that we deserve not only good service, but superior service. Another truth is that, once we accept poor service, we deserve it. Why? Because, if we do nothing to rectify the situation, we deserve what we get.
Many of us don't take the time or make the effort to let the businesses we patronize know how they are doing. Some of us don't have the confidence to address the issue. Others don't think it will do any good.
Let me set the record straight: If the company you are doing business with is one that truly cares about its customers, it will value your opinion. Service leaders encourage their customers to point out deficiencies in their service. It gives them the opportunity to improve-and, in the process, to increase their customer loyalty and sales.
If you have been on the receiving end of bad service, I strongly suggest you take the following steps:
State your problem. Let the company representative-whether it be a waiter or an account executive-know what occurred and why you find it unacceptable.
Be prepared. Make sure you have accurate and complete information, including dates, names, and specific incidents. Also keep any written material that comes with your purchase, including receipts, product tags, labels, warranties, care information, and repair orders.
Be calm, but firm. Explain the problem, and be clear about what you want. Be determined but diplomatic in demanding a specific remedy. That could include a refund, repairs within a specific time frame, replacement of a product, or an apology.
Set a reasonable time limit for action. Ten working days is a good rule of thumb. Let company representatives know that you will not let the matter drag on indefinitely. If you really want to speed up the process, contact the president of the company.
Deal only with people in authority. Don't waste your time explaining the situation to a sales clerk; ask to speak to the manager. Sales people often don't have the authority to bend a company policy in order to solve your problem; managers do.
Follow up. After each meeting or telephone call, send an e-mail or a letter to the person with whom you spoke.
Document. Keep a log of every phone call you make, including the name of the person to whom you spoke, and copies of every e-mail and letter you send.
Restate any agreement you reach. End your conversation or letter with a statement such as, "I understand that a refund will be sent to me within a week."
Escalate your complaint. If you are unsatisfied with an employee's response to your problem, contact the company president. When the president forwards your letter to the appropriate person for handling, you can be sure it will be acted on in a hurry.
Take your business elsewhere. If your problem isn't resolved to your satisfaction, don't continue to patronize the offending company. Take your business-and your money-to its competitor.
If you want good service, you must challenge bad service. You must share your concerns with the company and give it the opportunity to right the wrong. Companies can't solve problems if they don't know they exist. Service leaders will listen to you, respond to you, and solve the problem to your satisfaction. Companies that don't follow these three steps don't deserve your business. Leave them-and leave them quickly.
Note: If you'd like a hard cover copy of John Tschohl's book, The Customer is Boss, at a discounted price of $9.95-or want to download a copy of the book for $5-log onto www.customer-service.com and enter code TCIB.
John Tschohl is an international service strategist and speaker. Described by Time and Entrepreneur magazines as a customer service guru, he has written several books on customer service, including Loyal for Life;e-Service; Achieving Excellence Through Customer Service; the Customer is Boss; and Ca$hing In: Make More Money, Get a Promotion, Love Your Job. He also has developed and conducts Customer Service Certification seminars.
You can contact John at 952-884-3311 or e-mail him at quality@servicequality.com .