I used to be really good at this, giving just enough to let them know I wasn't happy, but being polite enough that they wanted to help me and when the situation warranted it ... throw in a little bit of crazy that would worry them that I might go over the edge. I always got my problem taken care of. This summer we had a miserable, awful hotel room and poor customer service. When I complained all I got was an offer to stay for free at the same place!! Then I purchased an overpriced can of hearts of palm. They were bad, tough, stalky and I had to peel them and they even tasted funny. I got a fast email back saying that they were sorry and I would soon be getting another email with a coupon attached for a free can. Been awhile, haven't received anything. Then I opened a box of spaghetti .... it look odd; what I found out is called "checking" is caused by rapid temperature changes sometimes during shipping. If you cook spaghetti that has these color changes it falls apart in the pan and is not tasty. They wrote back, gave the explanation and offered nothing. I'm not finished yet .... I haven't given them the crazy lady routine.
I read a book years ago and it said that if you have something to return don't put yourself at their mercy by asking "May I return this?". No, stand up straight and announce "I'm here to return this". And don't take no for an answer.
Stores that are excellent for returns: Kohls, Costco, Home Depot, QVC
3 comments:
Try TJ Maxx too. Love that place. Reminds me...I recall an email from you sent to me and Brian. Poor man called me and was so nervous that he thought he upset you! Still, I'm sure he fixed whatever it was that was at odds. :)
Grrrr. I leave 'um shaking in their boots.
Being in the customer service field and handling complaints myself it is a simple process...
1. Explain your disappointment
2. Be polite and remain calm
3. If you have in mind what you believe to be a resolution state it (still in a polite manner)
It always depends on the goods you are returning and worst case ask them to step into your shoes and what would they do? Calm, polite is a sure thing - Hey, do you have a compliment you could throw in there too?
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