Source: Consumerist.com
Reader Lona says that people in her family have called her a consumer advocate since she was sixteen, and now she is going to share with us 2,177 words on the customer service tactics and techniques she uses to get satisfaction.
She writes, "in 99% of situations, it allows you to reach an agreeable solution to almost any problem. It is something I do for family and friends, and for myself." Some of her methods have been mentioned in various ways on the site before but others are completely unique.
And by the time you read her true success story at the end, you'll swear she has Jedi mind-control over customer service reps. It boils down to, without raising your voice, asserting control over the conversation from the beginning and then never relinquishing that power.
Lona writes:
"Keep in mind, please, that these rules require that you keep a calm, even head, or at least the appearance and sound of one, and you must have the audacity not to ASK for anything. You will be rude, and you will seem to have entitlement issues. But you will get the job done.
Here are the basic guidelines. The longer and more often you end up doing this, you will find yourself using your own language and tricks. Eventually, you will be able to determine within a few seconds whether the person you have on the phone is the correct person to speak to.
If all of this fails and you happen to be female, try asking a male relative or friend to do it, following the same steps. It sounds wrong, but people respond to voices, and in today's society, a male voice will sometimes go farther. I am female, however, and if you have a strong enough tone and voice, in most cases, you won't need to resort to that.
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