Getting What You Want
Communication Tips for Consumers
By Nancy Adams
http://www.writemind.net
Savvy consumers know how to get the best deals: shop the ads, compare prices, buy in season. But what happens if the merchandise you purchased isn't what you expected? What if that new gadget breaks the first time you use it? Or you receive lousy service from a provider?
If you're like most people, you'd almost rather have a tooth pulled than deal with situations like this. It's more than the inconvenience - experience tells you that obtaining a resolution to your problem could be a painless effort or it could be a nightmare. The good news is that there are steps you can take to increase your chances for a smooth encounter.
A Note on Recordkeeping
The first rule of proactive consumer protection is this: Document all business transactions. Save copies of all supporting records, such as letters, e-mails, faxes and receipts. Keep notes of telephone conversations. Document
everything. A few minutes now to document your business dealings will save time and simplify your life should problems arise later. Continue to document your contacts with a business as you lodge a complaint and work toward resolution. You will be much more credible and your arguments more compelling if you can cite dates, names, circumstances, conversation summaries and other pertinent facts.
Communication Is the Key
With your documentation at hand, following these steps to effective communication with the vendor or service provider can mean the difference between success and failure in your negotiations.
1. First, check your attitude. All communication has a purpose and the purpose of this communication is to obtain a resolution to the problem. If you want to vent your anger, shout to the heavens or pummel a punching bag but don't take it out on the other party. Whether you're dealing with a front-line representative, a manager or a company president, a hostile tone and inappropriate language won't get you where you want to go. Remember, this isn't personal unless you make it personal.
2. State your problem, in writing, before you contact the other party. Having your notes for reference is a great confidence booster and an ideal way to make sure you address the most important points. Write your experience in detail, and then walk away for a few hours. Review your writing, organize your thoughts and edit your work. Read your notes out loud for clarity.
3. Know exactly what you want. Are you looking for a refund on a defective item?
Are you looking for free service for all your aggravation? Are you seeking correction of an administrative snafu? If you don't know what you want, chances are you won't get it. And if you can't tell the other party what you want, don't be surprised if you end up with less than a "sorry for your trouble."
4. Make your first contact. Generally this will be a telephone call to a front-line customer service agent. With your notes at hand, explain your plight in a firm but pleasant tone. Finish by telling the agent what you hope to accomplish with this phone call.
Unfortunately, customer service training and management is sorely lacking in too many companies today and things can get dicey here. A good customer service agent will listen patiently as you speak and assure you that your problem will be resolved. If you're lucky enough to get a response like this, work with this person
and you will be more than halfway there. Work through the system until you reach resolution; if you encounter a roadblock, go to step 5.
An incompetent agent, on the other hand, will interrupt you to tell you that there is nothing he or she can do to help you. Your frustration may mount and your blood may boil but do not resort to verbal abuse of the agent. Move immediately to step 5.
5. Write a letter, clearly stating the facts in an objective, unemotional tone. (If you're not confident in your ability to write a compelling letter, consider getting help with this step.) Attach copies of supporting documents. Include notes on your previous attempts to solve the problem, including any encounters you may have had with customer-unfriendly representatives. Be sure to define the resolution you are seeking. Identify a manager in the organization who has the authority to solve your problem and send your letter and attachments to that person. Depending on circumstances, you may also want to send copies to other managers, regional or national offices or related agencies (Better Business Bureau, Public Utility Commission, etc.).
Step 5 is almost guaranteed to get results, and in most cases, complaints will be resolved at step 4. Rarely, you might find it necessary to elevate a complaint even further by contacting government representatives or seeking legal advice. If that should occur, your documentation will be invaluable and these techniques will serve you well in your ongoing effort to resolve your consumer problem.
The Bottom Line
Businesses want your patronage - it's as simple as that. By practicing these communication tips, you'll set the stage for successful negotiations and give vendors and service providers the opportunity to make you a happy customer. And when that happens, everybody wins!
