Published: Monday, Feb. 4 2013 2:30 p.m. MST
I've worked in customer service my entire working life and I am always more
willing to bend over backwards for someone that is respectful and courteous. If
you call in huffing and puffing, I immediately have no desire to help you.
Remember that the voice you hear on the other end of the phone is a person. And
they can either make life extremely easy on you, or they can give you the bare
Seems like a total waste of time to me. If after politely seeking resolution
from customer service, if I am denied something I'm entitled to I simply
call my attorney. After confirming I'm within my rights I let them write a
letter or make a phone call. Never fails to get results.
If you don't get what you describe to them as a fair resolution over the
phone, ask to which specific individual and address at the corporate
headquarters you should send your written request - get a reference # for the
call and the actual name or employee number of the person you're speaking
with. Don't waste your time talking with people who can't
say "yes" (cop an attitude or delay satisfaction by saying "no"
per the script they have been given) . If they hedge on giving you
a name and address, just tell them you'll send it to the office of the CEO,
and if it's big enough - copy the board (if they're public). When you write, be certain to tell them exactly what is wrong and what
you believe is a fair resolution to your problem. Include record of times called
(as above) etc. Include copies of the bills/papers etc referenced in an orderly
way. Works like a champ.
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