Dear PHONE,
Your question is brimming
over with frustration. Maybe that’s because I’ve been there,
too.
Try this. First, find out
the CEO of the cell phone company and the name of the head of
customer service. You can probably find that out on their web
site.
Then when you get through
to a customer service rep (and they’re going to regret ever
taking your call), say this to them:
TOP
“Hi, my name is (state
your name), what’s yours? I’m calling about (state the
product or service). Oh, and by the way, what’s your
supervisor’s name? (pause) You know how some calls are monitored
by companies for quality control, I just want to let you know up
front that I am going to be writing a letter to your CEO (state
his/her name), head of customer service (state his/her name),
and your supervisor as a result of this call. You should
also know that your supervisor will be contacting you because of
my letter.
TOP
If you take care of my
problem, they will all receive a letter that you would be proud
to have in your personnel file. If you don’t take care of
my problem or respond in the way I have been treated before,
they will all receive—what should I say—uh, a different kind of
letter that will not look so great in your file.
And as I mentioned
before, your supervisor will probably be speaking to you about
it. So it’s time to play ‘Who Wants to Get a Promotion?’
I wish you luck.”
TOP
Is that over the top or
just a case of your asserting your right to good customer
service?
At the very least I hope it
will take away some of your frustration at feeling so powerless
and replace it with a sense of empowerment.
TOP
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