| We have all received those phone calls from | | | | of Directors; was there an election for a new |
| telephone solicitors offering us the greatest deals from | | | | President or CEO; or is there a parent company you |
| a vacation plan to better service. It is hard to resist, | | | | rather deal with instead. The higher you aim the better |
| and like many of us Linda Giles could not let such an | | | | the results. |
| offer pass by. They were promising a major discount | | | | Be humble, humorous, and honest with your report on |
| on all her communication services if she switched to | | | | what happened. Hopefully, you had pen in hand when |
| this new company. Phone, Internet, TV and Wireless | | | | you phoned customer service and recorded names, |
| for a fantastic price and according to the gentleman | | | | dates, and who said what. Let them know that your |
| on the phone, his company would handle any | | | | friends, family and co-workers are also interested in |
| cancellation fees charged by her current provider for | | | | the outcome of this dilemma. |
| ending the contract early. | | | | Send the letter 'Private & Confidential' and make sure |
| So it was an awful surprise when the bill came in from | | | | you have the person's name and company title |
| the previous provider for a $220.00 cancellation fee. | | | | correct. This is where a phone call is necessary, but |
| Linda immediately called her new customer service | | | | only to get the facts straight. In today's business world, |
| department and was treated shabbily. The rep actually | | | | somebody can be CEO one day and retired the next, |
| told her it was in poor taste to cancel contracts and | | | | so be sure to check. |
| she should have stayed with her previous company. | | | | With a letter, all the facts are set out and can be read, |
| The rudeness went on and Linda finally ended up | | | | reviewed and passed along. The reader has the |
| slamming the phone down in total frustration. | | | | choice between keeping a satisfied customer or losing |
| What would you do next? Obviously phone calls don't | | | | them forever along with many of their acquaintances. |
| work, but letters do. By putting your complaint out in | | | | The people on a frontline customer service desk must |
| writing, you will not only be able to send it to the best | | | | follow a routine set of procedures but it is a lot easier |
| person but you also have a chance to get your entire | | | | for executives to bend those rules or ignore them |
| point across without interruption. | | | | altogether. Tell a great story to the right person and |
| Search the internet for recent bits of news on the | | | | you will be surprised by the results. |
| company; has someone been appointed to the Board | | | | |