Have you heard what's being called the customer service call from hell? A couple recorded a call with Comcast that shows the ugly side of customer service. Is there anything you can do to avoid something like this?
The call went viral with the help of social media. More than two million people have listened as the couple battles a representative, hell-bent on keeping their business. Sadly, many of us can relate to that phone call hell.
More and more people are recording these calls, hoping the power of social media forces a response from the company. If you live in Washington, though, be aware: you cannot record a phone call without the other party's consent. But there are things you can do to stop the call hell before it goes too far.
For one thing, research your problem or issue before you call. It's a lot easier to have a reasonable phone call with a company when you're armed with information. It will also save you a call back, in most cases. Don't be afraid to ask for the supervisor. There's no point in spending 15 minutes on the phone with someone who doesn't have the power to help you.
It's always a good idea to get the representative's name and a ticket number for your call at the beginning. You never know how the call is going to go, so having the information first will help if you're disconnected or you get so frustrated you hang up. The ticket number assures you won't have to start at the beginning if you have to call back.
Finally, the part that sounds like your mom talking to you: be nice. Kill them with kindness if you have to. The nicer you are, despite your frustrations, the better service you'll get. I read one blog post today from a customer service representative who says if people are rude, he'll make them jump through unncessary hoops - just because.
Do you have a customer service horror story to share? Have you been the representative having to deal with unruly customers? I'd love to hear about it - just find me on Facebook at Melissa Luck KXLY.