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Dealing With The Customer Service Department

How to get your customer service problem resolved

Just like you, millions of people end up with a customer service problem they just can't seem to get resolved no matter how they handle the situation. Even though you are in the right, you end up being treated improperly.

You might needle and wheedle with them, bellow and battle with them, but your problem still never gets resolved. Does this sound familiar?

If it does, here's a proven, effective and free technique you can use that can help you achieve immediate corrective action for those ongoing unresolved consumer problems like billing errors, disputes, complaints, defective products and other consumer rights issues.

First of all, what exactly are your consumer rights? A product or service offered by a reputable company should function properly. As a valued customer, you should be treated properly and fairly. Customer service is supposed to help you resolve the problem when that doesn't happen.

The vast majority of legitimate companies that depend on consumers purchasing their products or services are willing and committed to standing behind what they sell. They are willing and committed to "making it right" when a problem arises.

But sometimes they aren't. Or they are unaware that a problem exists. Or their customer service isn't capable, properly trained or properly authorized to resolve even the most obvious problem. You get stuck in an ongoing battle with customer service, seemingly a dead-end with no resolution - a consumer's nightmare! It happens. And when it does, here's what you can do...

First, take a deep breath. Relax. Your customer service battle may soon be over.

Note: When exercising your consumer rights and winning the customer service battle, you need to act sanely and rationally, have a truly valid claim, and expect a reasonable solution.

The Rule of 3

Make sure you have first followed what I call the "Rule of 3" - if possible, always give the customer service department three chances to resolve your problem. If you haven't been able to get anywhere with a regular customer service rep, you should ask nicely and firmly to speak to a supervisor. A supervisor can often quickly resolve your problem on the spot. Sometimes not.

But do give customer service three chances, and above all, always be nice and courteous! After you have exhausted the limits of both customer service and yourself, if the problem isn't resolved proceed on to the following technique...

The Ultimate Email

To end the battle with customer service quickly and victoriously, you will compose and send a unique and special email - what I call "The Ultimate Email". If you want your problem resolved once and for all just follow these steps:

  1. Organize all of the pertinent facts relating to your problem. Note that I said facts, not feelings.
  2. In a new email, describe your unresolved problem. State that you have been unsuccessful in getting your problem resolved via the normal customer service route. Be professional and state the problem clearly using no more than 1-2 short paragraphs.
  3. The next few paragraphs are where you state the problem. Here you state the most pertinent FACTS of what the problem is, the nature of the problem, why and how it's a problem for you. Keep it short (3-5 short paragraphs).
  4. Next comes the ending paragraph where you tell them what you want. State what you think is a reasonable solution and a reasonable timeframe.
  5. At the bottom of the email, put your name, phone number, and if applicable, the order number or customer service case number, etc.
  6. Next, get the email address of the organization's CEO (or president, or director or whoever is ultimately running the organization ... the #1 big boss).

    Why? Because apparently no one else in his organization seems to be willing or able to resolve your problem. So now we are going to bring it to the attention of the top dog!

    Yes, this does work, and yes, if you're a customer you deserve to get your problem resolved. Contacting the person at the very top of the organization is the secret way of getting your unresolved problem resolved in a hurry. And, sometimes, it's the only way.

    The Ultimate Email. You can do it! I don't care how big the organization is, somebody has to be running it and he/she is ultimately responsible. That's the person whose email address you want.

    With a little looking around this can often be found on their website under" About the Organization" "Executives", etc. If you cannot find the email address of the head honcho then call the main phone number of the organization. Ask for the Office of the President. They should connect you.

    If asked why simply state that you "have to email him some important documents". Do NOT go into a whole story, do NOT get sidetracked, just get the head person's email address and get off the phone.
  7. Address the Ultimate Email to the CEO, president, or whoever it is that runs the organization.
  8. Send the Ultimate Email. After you have sent the email, standby for action! It is not unusual for a legitimate organization to respond very quickly so be prepared. And don't be surprised if you get an immediate resolution of your problem.

    I have used the Ultimate Email technique and have had remarkable success, resolving many different and difficult types of consumer problems, both common and rare, with organizations ranging from small local businesses to giant multi-national Fortune 500 companies.

    Although the Ultimate Email is a very powerful and effective technique remember that you only have one chance to use it. If you don't do it right the first time, you can't redo it and and re-email it to a CEO.

Have you had enough of "customer service"? Do you want your problem resolved? If you're still battling customer service and still aren't getting your problem resolved, it's time for "The Ultimate Email"!

About the Author:

Andrew Lawrence is a former Wall Street professional who has been an avid consumer for over 30 years. He rarely loses a customer service battle, and he helps others win their customer service battles.

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