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Mind control Customer service Reps
sam.reckoner
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1-11-2008 8:59 AM
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consumer
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customer
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<div style="margin: 12px 0px; font-family: arial; color: #333333; background: #ffffff; border: solid 4px #e5e5e5; width: 100%; clear: left;"><div class="CM_CTB_Content_Wrap" style="margin: 0px; padding: 0px;background-color: #ffffff;"><div style="border-bottom: solid 1px #dcdcdc; white-space: nowrap; margin-bottom: 8px; background-color: #eeeeee ;background-image: url(http://clipmarks.com/images/source-bg.gif); background-repeat: repeat-x; height: 24px; line-height: 24px; vertical-align: middle; padding-bottom: 4px; color: #666666; font-size: 10px;" ><a href="http://clipmarks.com/clip-to-blog/" title="see clips that are hot right now"><img src="http://content.clipmarks.com/blog_embed/22c6cada-01c0-428e-8dda-e7acfaf8a560/5389BF9F-7D75-44BB-B01C-364A2744B821/" alt="" width="19" height="19" border="0" style="vertical-align: middle; margin: 0px 4px; display: inline; border: none; float:none;" /></a>clipped from <a title="http://consumerist.com/341815/how-to-mind-control-customer-service-reps?source=rss" href="http://consumerist.com/341815/how-to-mind-control-customer-service-reps?source=rss" style="font-size: 11px;">consumerist.com</a></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://consumerist.com/341815/how-to-mind-control-customer-service-reps?source=rss"><STRONG>1. Always maintain a calm, collected tone</STRONG></blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://consumerist.com/341815/how-to-mind-control-customer-service-reps?source=rss"><STRONG>2 . Before you call, outline the situation for yourself, and decide how you want it solved</STRONG></blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://consumerist.com/341815/how-to-mind-control-customer-service-reps?source=rss"><STRONG>3. Always get the name of the person who answered the phone, even if you speak to them for only a moment</STRONG></blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://consumerist.com/341815/how-to-mind-control-customer-service-reps?source=rss"><STRONG>4. When you get a CSR on the phone, immediately ask to speak to a supervisor</STRONG></blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://consumerist.com/341815/how-to-mind-control-customer-service-reps?source=rss"><STRONG>5. Once you are connected with a supervisor, introduce yourself, and then inform the person that you have a situation that they are going to fix</STRONG></blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://consumerist.com/341815/how-to-mind-control-customer-service-reps?source=rss"><STRONG>6. Explain your situation in a calm, even tone. Do not pause for them to respond until the entire situation/story has been told</STRONG></blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://consumerist.com/341815/how-to-mind-control-customer-service-reps?source=rss"><STRONG>7. If the supervisor insists that your solution is outside of policy, ask for the full policy</STRONG></blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://consumerist.com/341815/how-to-mind-control-customer-service-reps?source=rss"><STRONG>9. At this point the person should be working with you for a solution. Continue to keep a calm tone until you reach an acceptable solution</STRONG></blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://consumerist.com/341815/how-to-mind-control-customer-service-reps?source=rss"><STRONG>8. Listen carefully to the policy, then scan your list for solutions that fall within it</STRONG></blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://consumerist.com/341815/how-to-mind-control-customer-service-reps?source=rss"><STRONG>10. You SHOULD now have a solution</STRONG></blockquote></div><div style="margin: 0px 6px 6px 4px;"><table style="font-size: 11px;border-spacing: 0px;padding: 0px;" cellpadding="0" cellspacing="0" width="100%"><tr><td style="background:transparent;border-width:0px;padding:0px;"> </td><td align="right" style="background:transparent;border-width:0px;padding:0px;width:107px" width="107"><a href="http://clipmarks.com/share/5389BF9F-7D75-44BB-B01C-364A2744B821/blog/" title="blog or email this clip"><img src="http://content6.clipmarks.com/images/c2b-foot.png" border="0" alt="blog it" width="107" height="17" style="border-width:0px;padding:0px;margin:0px;" /></a></td></tr></table></div></div>
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