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Everyone moans about the sorry state of customer service today. With reason. Service in general is abysmal. Store clerks don’t know their stock. They’re rude. They answer questions in monosyllables and don’t even look at their customers. Customers vote with their feet, going to other stores or turning to online shopping.
But, as with most stories, there are two sides. Sometimes store personnel try to provide great service, but it’s the customers who are impossible. Here are some strategies to try if you want the best service:
Pay attention to the sales process.
Don’t talk on your cell phone while you point and snap your fingers at the sales person. The clerk is not a dog. He or she probably doesn’t respond well to hand signals, whistles, and finger pointing.
Tell the truth.
If you spill red wine on your new cocktail dress, take the dress to the cleaners and be more careful next time. Don’t even think about taking it back to the store and telling the sales clerk the stain was there when you bought the dress. Unless the store has a take-it-back-no-questions-asked policy, the clerk will be obliged to doubt your story, and the situation probably will end unpleasantly-and you can’t blame that on anyone but yourself. Lying never works.
Keep your emotions in check.
Most issues can be resolved if everyone displays common courtesy and decency. Don’t start out on the muscle. Ask politely for what you want. If the sales person can’t help you-and many can’t because they haven’t been given the authority to resolve complaints-don’t berate the front line clerk. It’s not his or her fault the company has antediluvian policies that favor the store rather than the customer.
State exactly how you would like to see the situation resolved-and do so courteously.
You may have to repeat your request several times to several people. Once you’ve decided what you want, however, don’t waffle and back down. Persist. “I followed the washing instructions, but the fabric bled, and after one wearing, the blouse has faded. Here is the sales receipt. You’ll see that it’s dated six days ago. The blouse was defective, and I’d like a refund.” If you’ve followed the rules, don’t accept a resolution other than the one you’ve asked for.
Expect success.
If you anticipate a fight, you’re more likely to get one. Enter into the discussion believing that you can come to agreement. Your mindset influences your behavior, and your behavior influences the outcome. Treating the clerk the way you would like to be treated often works magic.
Don’t forget to say thank you.
If your complaint was handled effectively, let the person know he or she has done a good job and that you appreciate the efforts in your behalf. Tell his or her supervisor if you have the opportunity. If you ever have to complain again, you’re more likely to obtain the same good result.
Copyright 2008
Gretchen Hirsch is a writer, editor, speaker, and book doctor. Her latest book is The Complete Idiot’s Guide to Difficult Conversations. You can reach her at http://www.midwestbookdocs.com
You are free to use this article without modification. Please do not edit or cut it, and please cite the author and URL.
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