Holiday Shopping Tip: Don’t Be A Scrooge To Your Customer Service Rep
NEW YORK (CBSNewYork) — ‘Tis the season for shopping, but also for complaining. From returning ugly sweaters, to problems with shipping, experts say there are definite do’s and don’ts when it comes to airing your gripes.
As CBS 2′s Andrea Grymes reported Friday, holiday time is shopping time, but it’s also a time when many are left unsatisfied. And making returns and dealing with customer service can turn anyone into a Scrooge.
A recent study from Arizona State University found that half of those polled reported some customer service problem this year. In all, 36 percent admitted to yelling at a customer service representative, while 13 percent admitted to cursing at them.
Experts, however, say yelling is not the best way to get what you want when it comes to customer service.
Wall Street Journal style reporter Elizabeth Holmes told Grymes the best way to complain to a retailer and win is to kill them with kindness.
“Go with honey, not vinegar,” Holmes said. “If you’re nice, they’re going to want to do everything they can to help you.”
Claire Rosenzweig of the Better Business Bureau added that it’s important to be honest and know the terms and conditions for shipping, sales and returns.
Rosenzweig also suggested staying organized and keeping track of your receipts, not to mention remaining calm and being as specific as possible when telling an employee about your problem.
“The store wants your business. Go about it without your emotions leading the way,” Rosenzweig said.
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