It's probably happened to you. You order something and end up getting something else. This isn't that big of a deal when it's a small item, but what happens when you end up getting the wrong appliance? This recently happened to us, as we were purchasing a new range stove for our duplex. Things went awry, but in the end, we managed to save some money.
We purchased a gas range stove from Best Buy and had it delivered. We were surprised to find out that it was an electric. The delivery men were surprised as well and took it back. After haggling with Best Buy's customer service, we ended up getting a rebate on the final installation of our gas stove. Sure, the mistake was theirs and it was a bit of a hassle, but we ended up saving $70 on the installation fee of the gas range. Since the stove that we bought was already on special, this netted us a significant saving of $248, about 55% of the MSRP plus the usual installation fee.
1. Be angry but in control When you are talking to customer service, don't lose your cool. Stay focused, be somewhat angry, but stay in control.
2. Don't be afraid to haggle Usually, the customer service department of any big box store has got some leeway when it comes to pricing. You won't hurt their bottom line by haggling and trying to get stuff for free for the inconvenience.
3. Make sure to explain your situation clearly It's important that the other person on the phone realizes the extent of the mistake that was committed and tries to resolve this grievance.
4. Speak to the manager/supervisor If things don't seem to be going your way, don't be afraid to speak to the supervisor in order to get things done.
5. Threats are useless If there's one thing that you need to avoid, it's making threats. Don't go down this road and try to keep focused on the issue.
(Image: Flickr member TruckPR licensed for use under Creative Commons, Flickr member Wallyg licensed for use under Creative Commons)
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I used to work in customer service for a major luxury clothing store. We had the right to give free shipping, discounts (up to 20%) and other things as well... it all depended on how the customer treated us. Yes, we understand that you're angry something unexpected happened, but don't get mad at the CSR, it wasn't their fault! Customers who were understanding and not angry and rude were the ones who ended up getting the discounts. I realize now how terrible that sounds, but we had to go out of our way to help them and who wants to help someone who is cursing and yelling at you? All you want to do then is get them off the phone... So yes, be kind! It will be pay off in the end. If you're mad take a deep breath then call in!
definatly agree with above, i work in CSR, and if u ever start blaming me for a mistake i didnt do, thats where you loose me. being mad at me isnt going to get you anywhere, but i would suggest telling a CSR the situation, give them what u want the end result to be, and then negotiate.
for me, escalating to my supervisor is only going to make it worse, they ask us what we have offered you and will deliberatly give less, to make it clear escalating isnt the way to go, so they dont think each time they call in the need to escalate to get what they want.
also, really learn to haggle, when i make my first offer, dont jump to the supervisor (as previous statement) this is where we negotiate!!! we can only do so much anyway, we cant give everything for free for 1 minor mistake, even if it is our fault.
p.s- i work for a major cell phone company, everyone hates us, but to be honest, its not a necessity to life, u can deal without it.
I work in retail, not in a call-in customer service situation, but I call in to them constantly as part of my job.
Being nice to the person on the other end of the phone is the most valuable tool you have. Why would they do something for you if you're being...less than pleasant?
And enunciating. If they can't understand you, they can't do anything for you. And speaking louder is not the same thing.