Transcripts

Paul Levesque:
First, the main thing to avoid doing is do not throw a tantrum or make a scene.

Paul Levesque, author of the book, Customer Service From The Inside Out Made Easy says making a scene is overrated and usually makes things worse. What does work?

Ask to have contact with the highest ranking individual you can, not the employee you're dealing with, arguing with an employee you can't win. You want that employees boss or as high up the totem pole as you can get. And then I would recommend, this is the question you ask, whoever's attention you finally get. The question you ask is this; "The way I was just treated back there, is this your official policy about customer service, yes or no?"

If you're unhappy with the customer service you receive, Paul says, there's nothing wrong with writing a letter to the President of the company, but there's another letter you might also write.

Write a letter to the editor of the local newspaper, let a lot of people see this and give that organization and a lot of management within that organization an opportunity to take the initiative to contact you and say, " Oops, obviously we did wrong by you, how about we make things right?" And I would further encourage customers, if they do get their issue resolved, to write a second letter to the editor saying, "Let's give credit where credit is do.They made good."

At somethingyoushouldknow.net I'm Mike Carruthers and that's Something You Should Know.