Being harsh for customer service representatives is never acceptable. However, what do you do if you get a vulgar representative? Your best strategy is to keep your calm and try to win the person. If he fails, then ask the supervisor or manager to pursue this issue. Once you have finished all the possibilities, you should write a letter to the company management and complain about the rude service you received.
Handling a Rude Customer Service Rep
Keep calm. You do not know why the customer care representative is so rude. For example, his day could have been bad. Do not assume that they are being rude because they are not like you. In fact, they do not even know you. Stay calm, no matter how unfair it is.
You can calm yourself by taking one or two deep breaths. Breathe in using your diaphragm and breathe out your mouth.
If you are working with a representative personally (as opposed to the phone), then staying calm is especially important. People pick all kinds of visual signals based on your gestures. Keep your arms on your side and your hands still.
One way to calm down is smiling. Even if you are on a phone, you can lift your spirits while smiling and you can calm down.
Speak politely. You might think that the result of being rude in return will be found. Unfortunately, you are wrong. Instead, courteous customers receive better service. You want customer service you like.
Remember to add “Please” for every request. For example, “Can you please help me figure out why my bill is so high?”
Also remember that “thank you” does not matter how much the representative has helped you. For example, if they patch you through someone else, say “thank you” before transferring.
Praise the representative. Customer Service Representatives usually feel undeveloped by their owners as well as other customers. Find an opportunity to tell them what they are doing well.
For example, you might say, “You were so patient with me, I know that you are a great employee.”
If you find it difficult to appreciate a vulgar representative then try to sympathize with them. Say, “I think you should just swing with the call.”
Be brief. You are more likely to get supportive services if you can quickly explain why you need help. If you need to write an email, do not write a long one. In fact, fewer emails are better. Keep your phone calls as short as possible. Nobody needs a long, drawn story.
Customer Service Representatives are often evaluated based on the average length of their phone calls, so they would also appreciate the brevity.
One way to keep your request short is to say what you want to say before taking a phone. It is a good habit to call before customer service.
Repeat your request. If you are trying to cancel a service, you may be referred to a “retention specialist”. This person is trained to make your service as difficult as possible to cancel. One technique they use is to eliminate you by asking endless questions. Ignore the questions and remember to repeat what you want.
For example, if you want to cancel a newsletter, the representative might ask, “Do not you want to live in domestic politics?”
Instead, repeat your request: “I want to cancel my delivery, please.”
Ask for increase call. Increasing the call means that you want to talk with the supervisor or the manager. Often, asking to increase this issue will give you what you want.
Remember to be polite when asked. You can say, “I want to increase it to a supervisor, please.”
Keep detailed notes of the conversation. Get the names of all those you talk to. Write detailed notes about what each person said. When you write a letter of complaint to the business, you want this information.
Alternatively, you should think about recording a vicious customer service representative. Be sure to tell the representative you are recording them so that they know. This alone can calm them down.
If you have not moved immediately, repeat your request.
Call back later. You can not do with a rude customer service representative at all. If not, you can just hang up better and call back later. With luck, you will get a different representative.
If you get the same customer service representative, you can ask someone else to transfer.
Tweet about your problem. Occasionally, tweeting about a negative experience will result in better results than calling. Many companies asked to track their best online online and what is being said about the company. Remember to maintain a cool, even tone in your tweets. Do not be rude
Often, the company will tweet back that they are looking at this issue.
However, there is no sure way to tweet to get help. You may need to write a complaint letter to the management of the company.
Writing a Letter of Complaint
Get sample letters. If you have never written a complaint letter, you can find many samples online. There is a sample letter from the Federal Trade Commission that you can use here: https://www.consumer.ftc.gov/blog/how-write-effective-complaint-letter Remember to modify it according to your goals.
You can feel free to write a letter. However, it is important to feel that it is important to file a complaint in writing. The management of the company can not be aware that their customer service representatives are so rude.
Describe your complaint. Set the letter as a standard business letter. In the first paragraph, identify the product you purchased and when. You can also tell why you needed to call customer service in the same paragraph.
For example, you can write, “On April 1, 2016, I bought you high-speed internet service. Unfortunately, the internet is not fast with speed dial-up, and I want to cancel my service. When I called your help line, then the customer service representative was completely unable to help me. “
Identify what you want. If the representative will not give you what you want (e.g., refunds, cancellation of your service etc.), also mention what you want to do for the company what you do for you. Be clear. For example, you want a refund, replacement, or cancellation.
You can write, “To solve this issue, I would appreciate the full refund of the purchase price. If for some reason I was unhappy with your service, the warranty gave me 60 days to cancel. I’ll send back any of the requested devices, so until you provide me a box. I have provided a copy of your contract and my warranty for your convenience. “
Complain about customer service. After explaining what you want, you can include a paragraph about the vicious customer service you have received. Include as much detail as possible. Trust your notes.
For example, you can write, “There is a need to complain about the rude customer service I have received. I first spoke to Melissa Smith, who repeatedly told me that I can not cancel my policy. When I brought the warranty to his attention, he said, ‘We do not guarantee to pay back!’ Although I tried to pursue this issue, he refused to patch me through a manager or supervisor and repeated that I need it to cancel the fee of $ 300. “
Finish the letter. Finish with the company’s deadline to answer you. Also provide contact information, such as your phone number or email. Remember to sign the letter.
For example, you can write, “I’m eagerly waiting for your response. If I do not come back to you by May 12, 2016, then I will seek the help of a local Consumer Protection Agency. Please email me at Angry_Customer [email protected] or call my house number 555-5555. “
Remember to include “honestly” and then include your name.
You can write your account number under the name.
Identify your enclosures too. For example, you can write “Attachments (2): Warranty, Contract.”
Modify the letter. To make your letter as professional as possible, keep it separate for a day or two. When you withdraw it, modify the letter as follows:
Take away sarcasm and rudeness. There is no complaint that when you are rude in your own letter, then the customer service representative was unreliable.
Try to condense the letter as much as possible. It should no longer be more than one page.
Check for typos and missing words.
Assemble assistant documents. Include a copy of your notes. If you have recorded the person, then provide a copy of the recording. Include any other relevant document, such as a copy of the contract or a copy of the warranty.
Only send copies of supporting documents, never original. The company can lose them, so you want to be safe.
Mail the Certified Mail. You want to know when the company receives the letter, so send it a certified mail, return the receipt requested. Any letter received will sign it for it, and the receipt will be sent back to you.
Remember to keep a copy of the letter for your own records. You can staple the receipt receipt on your receipt.