'Your call is very important to us ...'
While the internet can be a wonderful place to vent, one of the most cringeworthy corners of Twitter belongs to the “Where’s my refund?!” crowd. You’ve probably witnessed numerous tweets of this nature aimed at airlines or hotels. You know, people who hurl demands at brands — most of which go unanswered — not realizing their attempt to be “heard” is, in fact, futile.And it’s not just on Twitter.
Perhaps it’s a result of the rise in phone phobia, or maybe it just feels good to direct stress-induced anger at someone publicly, but here’s an idea: Why not contact customer service directly? Sure, getting in touch with a customer service rep isn’t anyone’s idea of a good time, but it’s still a humble art that can yield results in real time.
Before you begrudgingly reach for your phone, may we suggest the live online service chat first? The preferred method of millennials, online customer service chats connect you with a real person in a low-pressure setting, which is great if you’re multitasking or work in an open office because you can connect when it’s most convenient for you and without making a peep.
Whatever method you choose, we’re here to coach you through a winning customer service exchange. Below, a couple of tips to help you get what you want from the person on the other end.If you think of this conversation as an opportunity to collaborate instead of to correct, you’ll find it’s a lot easier to get what you want. So you impulse-bought a package of oversized hair barrettes because you saw yet another cool influencer wearing them, but velvet scrunchies arrived at your door instead.
Skip the tedious narrative that includes every minute detail of your life up to this moment. The person on the other end of the line truly does not care, even if they’re paid to say they do. When working with a customer service representative to resolve your issue, you only need to cover the relevant details. Sarcasm? Also not helpful. We get that you feel inconvenienced, but that’s not a free pass to mess up someone else’s day. Stop the cycle of unrest and be clear about what you want.
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