Most businesses pride themselves on giving their shoppers good customer service. However, there are always some that let customer service fall through the cracks. If you get bad service, it could prompt you to take your business elsewhere. However, if the establishment is a place you really enjoy shopping, you may want to consider other ways to handle your dispute without having an effect on your relation with the store. Below are some easy and not-so-easy ways to deal with poor customer service.
1. Speak to the Complaint Department
The first step most people take when dealing with poor customer service is contacting the customer service department of the store or business. When you talk to them, do your best to remain calm while explaining the situation. If you become angry or irate, it could lessen the chances of your problem getting resolved. Additionally, let them know how they can best fix the situation. Oftentimes, businesses will do whatever is needed to keep their customers happy. The best scenario for the management team is to have you leave happy enough to come back again.
2. Write to the Company Leader
So you weren’t able to get resolution by chatting with site management. Unfortunately, many companies with large numbers of staff just aren’t able to control the attitudes of each employee every day. But don’t give up, the business you’re dealing with actually needs to hear your feedback. If you had any problems getting your complaint resolved with management, then your next step could involve getting in contact with the head of the company or business owner. When you contact them, and it will most likely be my email, be sure to include details of the initial problem, your specific complaint, your proposed solution and the names of those you spoke with. Add your contact information as well.
3. Visit a Complaint or Product Review Website
If you are having trouble getting through to anyone higher up in the organization, you can try using an outside web site that allows you to voice your gripe publicly. These third party forums amplify customer complaints online. By publishing your valid complaint, they make you “loud” enough to be heard by the offending business, and help to connect you directly with company decision makers who can get your complaints resolved, quickly and easily.
4. Contact the Better Business Bureau
Another avenue for getting complaints resolved is through the Better Business Bureau, though this can take a little hard time on the phone or by email. For many businesses, a good standing with the BBB is important and they will respond to warnings. Many consumers put a lot of stock in the ratings so a caring business will do what it takes to keep consumers from filing an online complaint in the first place with the Better Business Bureau’s website.
5. Take It to Mediation
To bring more attention to the business and their poor customer service, you could complain to your local consumer affair’s office or your state’s attorney general. They can work with customers and businesses to mediate disputes.
6. Take Legal Action
In rare cases, trying to get your complaint resolved can become a bigger problem. If you find that you are harassed or bullied by employees, managers or owners of a business, then you have legal options available to you. If you feel you were treated wrongly, then you should contact a lawyer to discuss whether or not you have a case. If anything, a letter from your lawyer to the business stating that you require certain actions be taken is often enough to get things resolved.
Even if you are having a good day, poor customer service can ruin it. While it can be tempting to deal with bad customer service by yelling insults, it is best to always handle the situation in a civilized way. Not only will you feel better about how you handled things, you will also encourage the business to effectively improve their customer service.
Ann Bailey, a small business owner, provides this list for both consumers and small business owners. Gripevine.com is an outside venue well suited for publishing customer complaints, giving a public voice to otherwise unheard and frustrated customers and a heads up to unsuspecting or indifferent businesses.
Photo credit: http://www.flickr.com/photos/duncanh1/5093106581/
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