Getting The Customer Service You Deserve

September 27, 2010

Interview with Lori Jo Vest, co-author of the book Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan

_______________

Mike Carruthers:
If you’re having a problem with a store or business, remember the number one rule of customer service.

Lori Jo Vest:
Never accept a, “no” from someone who doesn’t have the ability to say, “yes”.

Lori Jo Vest, co-author of the book Who's Your Gladys?

When you’re on the phone with a customer service person and they say, “I’m sorry I can’t do that”, your next question should be, “Can you put me in touch with the person who can?”

Often in these situations, when things don’t go your way, it’s very easy and very common to get upset.

And in doing that you’re really hurting yourself more than you are the service provider - because if you’ve got an attitude to start out you’re going to hit that person’s personal buttons. Business is about people and if you hit that person’s buttons in a negative way the first few minutes you meet them or talk to them on the phone why would they be personally motivated to help you? So I tell people take your magnifying glasses off, look at the big picture as you go through the process of trying to get what you want and you’re more likely to get it.

If you’re looking for a little extra customer care, Lori Jo says a very effective strategy is to ask for a hero.

Asking for a hero means, when you need something come right out and ask them, “I need a hero, can you be that for me?” Say, you know, your child - you bought him some new shoes and he never even wore them, but he has had them past the store's 90-day return policy. When you go to that store the first words out of your mouth should be, “I really need a hero here, can you help me?” And it does inspire the person on the other side of the counter to want to help you.

To hear the complete unedited interview, click here