(Mods, if this thread is in the wrong section please move it - thanks )
I've been meaning to start this for a while now. I know some customers will NEVER read signs, or policies in catalogs or websites or in e-mails, and even if they do they will be sucky about it anyway. I want to start a list of things we wish our customers knew, in case it might avoid suckiness on their part. We're all human, and sometimes people do get escalated over things that might have been avoided if they'd known better. I'm going to post a few to get the ball rolling...some apply to just about anything, and others pertain more to my line of work or my company/client in particular. Here goes...
I'm sure I'll have others to add, but this is a good start. I'd love to see what the rest of you have to offer.
I've been meaning to start this for a while now. I know some customers will NEVER read signs, or policies in catalogs or websites or in e-mails, and even if they do they will be sucky about it anyway. I want to start a list of things we wish our customers knew, in case it might avoid suckiness on their part. We're all human, and sometimes people do get escalated over things that might have been avoided if they'd known better. I'm going to post a few to get the ball rolling...some apply to just about anything, and others pertain more to my line of work or my company/client in particular. Here goes...
- If you want a supervisor or a manager, please ask for one in exactly THAT FASHION. Some companies, like mine, are really picky about letting us transfer calls where the customer hasn't specifically mentioned the magic words. Now, if a customer just calls in asking for a supervisor, and you think you can de-escalate them, sure, go ahead and try...it might just work. But if they insist or if problems develop later in the call, it would be so nice if they just asked to speak to someone above your level without hinting around at it.
- READ THE RETURN POLICIES. For that matter, read ALL our policies BEFORE you buy. If you are in a store, ask the store associates (although that's a whole other rant for me). If you are looking in a catalog or on the web, all of our policies are clearly posted there. If you're not sure, call us and ask. It really would save us all a LOT of heartache...and don't assume we will bend the rules for you, I don't care who you are.
- If you don't get an order confirmation or shipment confirmation within 24 hours, please call us and make sure your order went through and everything is on track. We'd be happy to resend the e-mails if necessary. Also, add our company's domain name to your safe senders/contacts lists so our messages don't go to junk mail...and check your junk mail!
- Sometimes the payment issue you are having is really your bank screwing you over and not us. One example is authorization holds. We do sometimes reach out to a card to make sure it has enough funds to cover the transaction before we send anything out, but the amount can vary...and banks vary GREATLY on how much time they will let that hold sit there until they choose to remove it. Also, at least in the US, the bank has 3-5 business days to put a credit we have issued back into your account and onto your statement. WE CANNOT CHANGE THIS.
- While we're on the subject of payment methods...debit cards are a royal pain in the ass, especially for stores like ours where the typical charge is well over $100. If you can't afford to deal with your bank's policies regarding debit cards, daily limits, auth holds, etc., then DON'T use a debit card when ordering with us. Stick with credit or go to a store and pay with a check.
I'm sure I'll have others to add, but this is a good start. I'd love to see what the rest of you have to offer.
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