Yahoo Autos Frustrated by customer service?
We asked career customer-service experts—including Consumer Reports “acquisition” pros, who pose as regular consumers to sign up for services and buy the thousands of products we test—what works for them on the job or at home.
(Read our special report on why company promises and new technology haven’t made the customer-service experience much less painful.)
1. Pick up the phone
Eighty percent of those who participated in our national survey contacted a company that way. Half of them said it was the most effective way to resolve an issue. Real-time contact is often more efficient than e-mail, where there can be a wait of 24 to 48 hours for an answer, said Sharon Parker-Odom of Carmel, Ind., a Consumer Reports Facebook fan who worked in customer service for 26 years, three of them in call centers. Need a company’s number? Look under “investor relations” or “news,” or try websites such as Dial a Human and Get Human.
2. Cut your hold time
Try a free Web service like Lucy Phone, where you enter a company’s name or number, then give the service your phone number. It calls you back when a rep comes on the line.
3. Bypass automated menus
The old ploy of pressing “0” (with or without the “#” sign) sometimes works. Another option: Forget support entirely and press the prompt for “sales” or “to place an order,” when companies are likely to roll out the red carpet. Dealing with a TV provider or telecom company? Leapfrog service and go directly to customer retention, where agents are empowered to negotiate.
4. Show—and ask for—empathy
Many customer-care reps are low-paid workers subject to poor treatment, and their opinions are rarely sought. If you’re in a store, act with sensitivity if you notice one of them being abused by another customer. When making your case, end with the words, “Can you help me?” He or she might not have the authority, so instead of making insults, politely ask to speak with a supervisor. You also might want to say, “Don’t you agree?” or “Would you want that done to you?”
5. If nothing else works, escalate
We never suggest that you become uncivil, but if you’re stuck, be forceful. Companies rely on voice-recognition software to detect anger, sarcasm, and inflammatory phrases like “you people,” and will swiftly transfer you to an operator.
6. Try live chat
The option, if available, is just as effective as using the phone and is often faster. It also results in a transcript for follow-up purposes. Chat reps tend to be more senior than phone reps and have greater decision-making authority, said John Goodman, vice chairman of Customer Care Measurement & Consulting.
