dealing with customer service issues

April 12th, 2007

I’m lucky enough to manage my two bank accounts at a small, local branch of a smallish bank that treats me quite nicely. It’s my dad’s bank—that’s how I ended up there—and he’s a favorite customer. Basically, what this means is that if I’m charged for overdrawing (only happened once—it was a paypal issue) or someone else’s faulty check, the bank reverses it, as far as I can tell mainly because I’m his daughter.

I won’t get into all the ethical questions of one client being treated differently or that client’s daughter reaping the rewards; that’s not the issue of this post. Rather, I want to talk about what you should do when your bank—or a restaurant, store, you-name-it—treats you poorly. What should you do when you’re not on a first-name basis with a manager, have no high connections, and your account/purchases command only a tidy sum, not enough to garner extra attention?

This is a subject I know well. In my first job out of college, I was an insurance agency office manager, which involved filing, organizing, computer work, and, mostly, customer service. From 9-5, five days a week, I answered questions about policies, updated policies at clients’ requests, and generally just made our customers feel better. My mission was to make them understand and to make them happy with our agency.

Anyone who’s ever worked with the general public knows the variety of customers:

a) The needy: This customer calls in, not primarily to get help or service, but to get a listening ear. They want to tell you about the neighbor kid who broke into their house over the weekend and had a drug ring in their living room, or about their now ex-girlfriend and the burden of getting rid of the shared house (both true stories).

b) The aloof: They’re in, and they’re out. Annoyed they even have to talk to a low-level employee like you, they ignore your name and advice, stating their request in clipped sentences: “I want X. That’s it. Thank you.” click.

c) The schmoozer: Some may find this type frustrating, but I’ll admit the entertainment value alone made the call worthwhile.

d) The mysterious: Refusing to give you any information, demanding to talk to the agent immediately, this client views sharing insurance info as something akin to handing out a blank check or SSN. When they finally get put through to the higher-up, they ask to change their phone number, or something equally mindless.

So, back to the original issue, which of these personas is most effective?
The answer: it depends.

Like customers, customer service personnel carry different personalities and attitudes and moods. While one strategy may work best with one CS agent, it might fail miserably with another.

So here’s my advice: Know what you need, Stay calm, and Have a back-up plan.

My younger brother went to college out of state for a while, forcing him to open an account at a more national bank. He’s been with them for two years, and he’s been happy. He uses only a debit card–no checks–and no one at the bank recognizes him when he goes in, but it works for him.

Recently, though, he needed to have actual hard-copy checks and also wanted a separate checking account to use for eBay-ing. He looked at his bank’s website and happily learned they offer free checks for life. He went in, requested a new account with checks, and was on his way. All was well until he received his next statement with a $25 charge smacked on.

I gave him the same advice: a) know what you want, b) stay calm, and c) have a back-up plan. (I think I also added: be firm, and don’t let them manipulate you—but that’s a family thing probably.)

KNOW WHAT YOU WANT
Before you call, go in, or meet with someone, get all your facts straight. What do you need to have happen to make you happy? It could be a charge reversed, a rebate issued, whatever. Have any documentation with you. Study the business’s stated policy to see if there is an existing standard policy. Once you know exactly what happened, what was wrong, and how you want it corrected, you’re ready.

STAY CALM
A lot of people mistakenly think yelling or name-calling will get their way faster. It’s just not true. All that will really happen (unless you perchance get some new, timid, unsure worker) is you will tick him or her off, and they’ll be even less likely to help you. You can be serious, firm, even unfriendly; but don’t freak out. It’s unprofessional and makes you look desperate.

HAVE A BACK-UP PLAN
*Even when you go into a situation with all your ducks in a row and you stay completely professional, you still have a chance of hitting an agent who will not help you. If, after really trying, you cannot make headway, ask to see a manager. Again, don’t lose your cool here.
*Begin again with the manager. Hopefully he or she will be better at understanding your case.
*If this still doesn’t work, consider dropping your business and switching to another provider. While you’re at it, send a letter to the business owner or CEO, CC-ing to the manager and anyone else you deem appropriate.

And if that still gets you nowhere, turn around and don’t look back. You really are better off elsewhere.