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Fifty Tips on How to Get Good Service
| Article
# : |
11455 |
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Section : |
LIFE
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| Issue
Date : |
4 / 1994 |
3,318 Words |
| Author
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John Tschohl
John Tschohl, the president and founder of Service Quality
Institute, a multi notional customer-service frcuning and
consuiting firm, is the author of The Customer Is Boss: A
Practical Guide to Getting What You Paid For and More and
Achieving Excellence through Customer Service. Both books are
available at local bookstores or by calling 1-800-548-0538. |
Are you tired of being a victim of poor service? Do you feel like theres nothing you can do about it? Stand up to it! Demand good service! Change bad service to good service! Its your responsibility as a consumer to take action against poor customer service. You are the boss! Yes, thats right, the customer is the boss!
Now you know what you have to do, but how do you do it? Whom do you approach? What do you say? Should you write a letter? In todays society, you need to know what to do
when you are faced with a poor service situation. You need to learn how to stand up and defend your right to exceptional service.
Consumer rights are being violated every day by businesses across the country Have you ever waited in line while a salesperson is chatting on the phone? Have you ever been dismissed as an intrusion if youre "just looking"? Have you ever inquired about a product only to find out that the salesperson knows less than you do?
If any of these things have ever happened to you, then these tips can help. This article will offer guidelines on how you can both prevent bad service and change bad service to good service, as well as tips on how to get royal treatment every time you buy.
IF YOU HAVE A COMPLAINT
1. Be reasonable. If you really want satisfaction and you arent just letting off steam, its Important to avoid being critical. If you appear to be reasonable, people find it harder to tune you out.
2. Begin with a compliment. Start with: "Everything Ive ever bought here has been terrific. I was really surprised when this happened."
3. Avoid anger. Just present the facts, soberly, clearly forcefully. Anger and sarcasm merely put your opponent on the defensive. If you are angry, people focus on your anger instead of on your problem.
4. Avoid dramatic displays. Dont try to get your way by creating a disturbance. Just lock eyes with the person in authority and speak in a firm, steady; hut reasonable voice in presenting your ease.
5. Be firm, but be pleasant.
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