Officially, this is my first post of 2012…and am happy to be back!
I’ve had a few experiences with different companies locally, which made me ponder sharing some tips when dealing with SA’s “amazing” customer services.
1. DON’T ACCEPT THE RUN-A-ROUND!
e.g. Last year I changed banks, from Standard to FNB, as the service I was getting from Standard Bank, was short of mediocre even. When they told me to call another number, or asked me to come back into the branch, I would reinforce who the customer was, who was being inconvenienced and who needed to take some accountability. And…reiterate how it’s not your responsibility that there’s an issue, why else would you be calling them!
2. THERE’S ALWAYS SOMEONE THAT CAN DO IT…
e.g. AutoPage recently confirmed via e-mail & sms that my issue had been resolved, yet when I checked my online account, it was not. I called in and asked to speak to the manager – weirdly the customer consultant came back after 2 mins and was able to resolve the issue he previously couldn’t. There is always someone higher you could speak, to get the issue resolved.
3. THEN, IF ALL ELSE FAILS – THE “MAGIC” HELLOPETER WILL HELP!
e.g. I’m currently experiencing an issue with Discovery Health, I call in this morning and it seems that they don’t even know why my claim was not processed. This morning I logged into www.hellopeter.com and shared my bad experience, within the hour I’ve been called by the executive customer relations department who is now working on my issue. The cool thin with HelloPeter is that you can see who are companies and respond and who doesn’t…but those who do, care a lot about what customers are saying about them.
Things to remember…
*always record the date, time and name of person who you’re speaking to (this saved me quite a bit of money)
*record the reference number if possible
*request a follow-up e-mail with agreement made