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A young, black, professional, Spelman College and UNC Law grad, and new mommy who practices law in the Chicago suburbs.

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Dealing with “Customer Service”

November 17th, 2006 • Related • Filed Under

We have all been there. Experiencing a frustrating moment with a phone, cable, bank, or some other company that we were trying to give our business to. Many studies have been done on customer service, and the consensus is that bad customer service results in people taking their business elsewhere, and taking everyone who will listen with them. That outcome may seem nice, but what about the results and compensation that individuals want and deserve? As consumers (young, black consumers) we have to stand up for ourselves so that we don’t get taken advantage of by businesses.
Ask to speak with a manager
First of all, please please please, don’t pull the “race card” unless it is absolutely warranted. Claiming racism when that is obviously not the issue will make you look belligerent. Save it for a time when you know you are being discriminated against. Remain professional at all times. Make sure you ask for the representative’s name. Documenting the date, time, who you spoke with, and any confirmation numbers is crucial to success. Continue to ask questions and if you aren’t being told what you want to hear, ask to speak to a manager. The customer service rep most likely will try to convince you that the manager will say the same thing. So what. You need to hear it from the manager’s mouth. And even if the manager has told you something that you do not agree with, or if at the end of the conversation you are not at peace with the situation, you still have more options.

Write a letter

I know that putting a pen to paper seems ancient in this day and age of modern technology. But trust me, it is the best way to explain your point of view, disappointment, and request for redress. Letters are powerful, and allow you to explain everything without being interrupted, or even worse, hung up on. Include in the letter the entire situation, including dates and names. If you called the company five times already, then report that in the letter. Don’t leave out any details. Most importantly, the letter should be addressed to the manager, director, or whomever is in charge. This document is hard evidence of the dissatisfaction that you have with the company. Save a copy of the letter for yourself (and your lawyer if the situation escalates). Then sit back and wait for a courtesy call, apology, and (hopefully) a discount or two. I have had personal success with writing a letter to a comapny, so I encourage you to take the time to write one. It will display your professionalism as well as your discontent.

By the way, if you ever visit or live in London, forget everything I said above. Unfortunately, they seem to not value customer service in London.

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