Part 2 - Come Prepared

You increase your chances of reaching the most satisfactory outcome (within the limits of what's possible) from a problem-solving session with a customer server if you go in prepared:

• Have a good grasp of what you want to accomplish. For a simple transaction such as making a return, this is easy. If the problem is more complicated - for example, you've lost your job and want to negotiate a doable monthly payment plan for a large bill - jot down your ideas before calling or coming in. If you're anxious about the situation, your anxiety might cause a "brain dump" when it's time for your meeting. Having notes will remind you of important points.
• Speak slowly and clearly, especially over the phone. Mobile phones do funny things to people's voices and static often disrupts the message. I've noticed that customers who are upset or nervous about something often speak in a breathless word-rush when explaining a situation.
  
• Have all the necessary information, receipts, documents, cards or account numbers on hand. When I worked for a drug store chain as a student, an astonishing number of customers would bring in an item to exchange or return, then look blankly at me when I asked for the receipt. Don't count on the business or service having a readily accessible copy.
• If you don't like stuffing your wallet with all those cards, store your account numbers in your PDA or phone. Many organizations have company policies against conducting transactions over the phone without an account number; they can't look you up by name. This isn't because they want to aggravate you; it's because they need to make sure the caller is really you, and over the phone they can't check photo ID.
• If the first person you talk to - probably a sales associate or call center rep - can't help you because of a certain company policy, request to speak with a manager rather than ask the employee to bend the rules. Customer service workers don't say "No" to reasonable requests because they enjoy it for it's own sake. It's because they could get written up for not following strict procedures.
• Finally, if you thank the person who helped you, it'll leave good feelings and help ensure that you get great service on your next visit.
  

Getting Good Service Pt. 1

This blog is for people who practice an art and work a day job. However, I'm posting this piece because many of us day-jobbers work in customer service occupations. In my own working life, I've been a busgirl, waitress, cashier (now called sales associate) for a major retailer, sales associate at various specialty shops, receptionist, phone operator and library assistant. I've also worked as a preschool teacher and school staff assistant. All these jobs have entailed extensive contact with the public. Most of my working life has been "out there" rather than safely tucked away in a cubicle, removed from public scrutiny. I'm familiar with the common conflicts between customers and organizations. For this reason I believe I can offer insights to customers who approach customer service workers with a problem or need.

I'm also posting this because in a few weeks, we start the annual shopping orgy known as the Christmas Rush. It begins with Black Friday, so called because if retail operations make a good profit the Friday after Thanksgiving, it's likely they'll stay in the black during the holiday shopping season. I hope that this post (and possible subsequent ones) can contribute to a sane and civil holiday season.
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Good to Know: Before You Approach Customer Servers

• Assume that service workers want to help. If reasonable customers are satisfied, everyone wins: the business gets repeat customers, the customer gets what she wants and at the least, the service worker gets to keep her job...not a small deal during times like these. At best, she gets a commission, bonus or brownie points in her employee file. Give everyone the benefit of the doubt when you approach a situation.
• Realize that service workers are people just like you. They have feelings, families, friends, hopes and dreams. Drop any ideas that they work in customer service jobs because they can't find anything else or they aren't smart/accomplished/educated/lucky enough for desk jobs. Many folks out there are doing what they can to make a living in tough times. And some of us actually like the contact with the public. People with university degrees and white-collar jobs need to get the message: occupations have very little to do with intelligence.
  
• Above all, do not treat service workers like "hired help" or attendants in your personal retinue. Most of my readers would never dream of doing this but I've encountered enough Queens of Sheba in my various jobs to feel that it's an important point.
  
• If you're coming in with a major gripe about company policies, realize that the person at the cash register, across the counter or on the other end of the phone line probably didn't have any say when that policy was made. Front-line people are normally the lowest on the company food chain. Depending on the company, they may have a single vote or no voice whatsoever. But chances are, none of them made the rule you're upset about. Save the venting for corporate headquarters. If a policy strikes you as unfair, request the name of the store or district manager, and thank the sales associate when she gives it to you.
• Remember that civility greases the wheels while antagonism jams gears. Until you have evidence that the company or worker is trying to darken your day, use an even-toned voice and choose neutral words. If you feel like you've been slighted, stop and do an honest reality check. Is the store crowded? Was the line orderly, or was it unclear who was next?
• After you've been helped by anyone, thank him or her. It doesn't matter that he's "just doing his job" like he was hired to do - this is never a good reason to fail to acknowledge good service.

Next: Specific things you can do to prepare for a customer service transaction such as returning items.

The View From Saturday

Sometimes two words can change your day.

Some years ago, I came slogging in to work on a dark, rainy Saturday. My mood was as black as the sky. Generally I didn't mind working Saturdays but that day I'd had to miss an event that my group did every year.

Zillions of Americans work "non-traditional" hours. However, artistic/cultural events are still built around the assumption that most people work day hours, M-F. If you play in a band, sing or are in community theater, having to work evenings and weekends on a regular basis can nip a lot of opportunities in the bud. Since most social events such as weddings and reunions happen on weekends, it's possible to exhaust vacation days just by requesting a Saturday here & there.

I was feeling cranky about missing the performance and resigned to having a lo-o-ong day. Then something amazing happened. The manager called us together for a quick pre-opening meeting, and thanked us for coming in. He said he realized that it can be hard to work on Saturdays even when the weather isn't miserable, and that he appreciated the hard work we'd be doing that day.

I'd never been thanked for coming in to work before. I suppose it could be considered icing on the cake; if you have a job, you're just expected to show up no matter what. But just knowing that at least one person knew how hard we worked and appreciated our efforts lifted our spirits.

Since that time I've acquired a schedule that's friendlier towards rehearsals and gigs, but I learned that day that a simple thank you can make an enormous difference to someone who's feeling overworked, stressed or sad. If I end up doing errands during the weekend - grocery shopping, filling the tank, ordering something by phone - I try to remember to thank the person across the counter or at the other end of the line. She might be missing out on something important, such as a child's ball game or recital, in order to provide a service that makes my own weekend run smoothly.

And even if it's just another Saturday for her, a thank you will make an already-good day better.