I highly recommend contacting customer service when a product does not meet your satisfaction or when it exceeds your expectations. Why? For one, you give the company valuable feedback about their product/service so they can make changes if necessary or continue with something people love. Two, they usually will compensate you in some way for your inconvenience or for your loyalty to their product. Lastly, if it is an employee you are praising, they get might get rewarded and acknowledged for your actions.
Recently on Reviews by Bargain Briana, I wrote about experience with two customer service issues – ConAgra and Hefty. After contacting both of them, I received follow up within a week. I received coupons to use on my next purchases from both of the companies. As a customer, I trust companies who want to make corrective action. Both of these companies were readily available via phone or email contact as opposed to Burger King’s “Customer Service” which offers only phone contact within convenient hours for them.
In the past, I’ve contact customer service for a wonderful experience too. In the past, I’ve emailed CVS several times about my favorite cashier, letting them know how friendly and helpful she was. If my family loves a product, we email customer service and let them know. I try to do a mix of both and not only contact Customer Service when the negative strikes. Though, it is usually a much stronger urge to contact a company when something goes awry. I know from working in Customer Service, it is nice to get those phone calls, letters, and emails that something went right.
How to Contact Customer Service:
- First, find their contact information. Usually you can find it on the product or you can look it up on the internet. Sometimes it is easier/quicker to send an email if they have an email contact. If not or they don’t respond via email, a phone call is necessary.
- Next, have all the documents you need handy. It might be a receipt, warranty information, a package, other times you have contacted them, etc. This will make the phone call go much smoother if you have all this information available.
- Don’t start attacking the person/product. I always like to start off nice and gauge their reaction. You usually get a much better response if you stick to the facts and don’t put the other person on defense. I usually start out with, Maybe you can help me, xyz happened.
- Clearly define a resolution. Let them know how they can make you a happy customer again.
- Document everything. I like to write on a piece of paper (maybe the receipt, invoice, manual), the date of the call, time on hold, person(s) who I spoke with, and how the call ended. (If they gave a resolution, write it down and make sure they follow through with it.
- Most companies are very responsive to your issues. However, there are times when it can get frustrating especially when they clearly aren’t getting it or you are such an unhappy customer that nothing is going to make you happy. Try to keep your cool as usually a reprensentative will be more responsive if you don’t go off the handle. Don’t be afraid to ask for their supervisor or someone higher up.
- If you write or email, make sure to document exactly what happened in the situation, include a copy of your receipt if necessary, and include your contact information.