Comments on: How to Handle Complaints http://aginginwonder.com/2010/01/28/how-to-handle-complaints/ Celebrating the Joy of Life Thu, 22 Jul 2010 20:16:51 +0000 hourly 1 http://wordpress.org/?v=3.0 By: Cheryl http://aginginwonder.com/2010/01/28/how-to-handle-complaints/comment-page-1/#comment-259 Cheryl Wed, 03 Feb 2010 19:01:51 +0000 http://aginginwonder.com/?p=774#comment-259 That's EXACTLY what I'm talking about, Phyllis. Thanks for the great example. Even though the result was the same, you have some hope that maybe it will change in the future. You also got the impression that Shari would have helped you if she could, but the first rep didn't <em>want</em> to help. Even though they might lose your business in the future, you'll have a somewhat favorable impression of the company because of Shari's helpful attitude. It was smart of you to ask for a different rep, too. A lot of people would have just given up in disgust. No one likes their frustration -- or any emotion -- casually dismissed as if it doesn't matter. That’s EXACTLY what I’m talking about, Phyllis. Thanks for the great example. Even though the result was the same, you have some hope that maybe it will change in the future.

You also got the impression that Shari would have helped you if she could, but the first rep didn’t want to help. Even though they might lose your business in the future, you’ll have a somewhat favorable impression of the company because of Shari’s helpful attitude.

It was smart of you to ask for a different rep, too. A lot of people would have just given up in disgust. No one likes their frustration — or any emotion — casually dismissed as if it doesn’t matter.

]]> By: Phyllis http://aginginwonder.com/2010/01/28/how-to-handle-complaints/comment-page-1/#comment-258 Phyllis Wed, 03 Feb 2010 17:54:23 +0000 http://aginginwonder.com/?p=774#comment-258 A couple weeks ago I called T-mobile, to share with them my disappointment with their telephone service in our area. I have had T-Mobile for 5 years now, and I've not seen a change in my immediate area outside of Jackson. The first rep I got, did EVERYTHING you said NOT to do. She was not sympathetic, she did not sound understanding and basically told me "too bad." But if you want to change to another carrier you WILL have to pay $200. I was getting to the "anger" mode and decided I needed to change reps. I asked to speak to someone else, please. This person did not hesitate...she sent me right to "Shari". Now, Shari was completely opposite and Immediately said something like, I understand your frustration. Let's see what I can do to help you. It was amazing how that little bit of empathy also changed my attitude (getting my dander down). I did not get the answer I wanted nor does it look like it is changing in the near future, but Shari followed all of your rules above and made it much easier for me to try to make her understand my dilemma. Just thought I'd share....:) A couple weeks ago I called T-mobile, to share with them my disappointment with their telephone service in our area. I have had T-Mobile for 5 years now, and I’ve not seen a change in my immediate area outside of Jackson.

The first rep I got, did EVERYTHING you said NOT to do. She was not sympathetic, she did not sound understanding and basically told me “too bad.” But if you want to change to another carrier you WILL have to pay $200. I was getting to the “anger” mode and decided I needed to change reps. I asked to speak to someone else, please.

This person did not hesitate…she sent me right to “Shari”.

Now, Shari was completely opposite and Immediately said something like, I understand your frustration. Let’s see what I can do to help you. It was amazing how that little bit of empathy also changed my attitude (getting my dander down). I did not get the answer I wanted nor does it look like it is changing in the near future, but Shari followed all of your rules above and made it much easier for me to try to make her understand my dilemma.

Just thought I’d share….:)

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