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Finally Some Service

Author - A Dissatisfied Customer

I used to get frustrated when I had a problem with a product or service that couldn't be quickly resolved by contacting the seller. Their customer service people are often unable to understand the problem, and even if they understand it, are often unwilling and/or unable to resolve it fairly. I think many dissatisfied customers just give up.

I try to be fair to the seller.  That means that I don't expect them to bear the cost of fixing something that was really my fault. It also means that if it was their fault, they need to get it resolved at their cost, however inconvenient that may be for them.

I found that customer service representatives have a lot of limitations. Some are imposed by policy, some by training or lack of training, some by laziness, and others are imposed by a variety of other factors. Regardless, every business has someone with enough authority to fix my problem if they want to, even if a customer service representative tells me otherwise.

I am persistent and make my fair argument as many times as I have to, until I am put in contact with the person who has the authority to solve my problem fairly. The key is that I have to be fair in order to expect them to be fair. It is very costly for a seller to spend time making unfair arguments against a fair-minded dissatisfied customer. I keep reminding them of how much their arguing is costing them, and how senseless their excuses are until I reach a rational authority who agrees to resolve my problem fairly.

As I see it, this relentless approach isn't only good for me. It's also good for the seller and for their other dissatisfied customers. I know that when customer-related problems get elevated to higher levels of management in a company, especially when there are noticeable costs visible to the managers, the causes of problems are more likely to get attention and get taken care of.