I was co-hosting a radio program the other day dedicated to the subject of customer satisfaction. A caller mentioned that she hated having to stand in line to return items to department stores. I commiserated, but I also pointed out that she shouldnt show her emotions when shes standing in line. The clerks will detect her furor, and theyll slow down their transactions, hoping shell go to a different register, or give up. I offered another, related tip. When you reach someone who can help you with your problem, instead of sounding angry or displeased, it pays to manifest a different attitude. Try curiosity. For instance, on more than one occasion my charge card payments have arrived late, and huge penalties have been assessed. This bothers me, as it does, you. Why cant they get it right? Anyway, if I come across as angry or in a condescending or haughty way, they blame me for the tardiness, insisting I was late in sending my payments. If I sound curious, I get better treatment, and any late fees and finance charges are waived. I say: Im a little concerned. I sent in my payment on time but for some reason, it doesnt seem like you got itwhich is weird! Oh, we got it, theyll reply, but it seems it got here three days after the due date. Wow, thats unusual! Ill say. Well, well go ahead and waive it for you. Problem over! You have to try this. Im sure youll get better customer service, and avoid hassles, while saving money. |
