Customer Service

As a follow up to this post, I wanted to provide a bit more detail on how you could go about writing a customer service letter.  And, with the advent of technology, there are several avenues that you can use to make it even easier.  I will be describing the pros and cons of each method, and how you can communicate your message effectively and clearly.

Methods

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Snail Mail

My default avenue for customer service letters is writing snail mail.  It's classy, a lost art, and stands apart from e-mail.  Begin by quickly introducing yourself, providing loyalty program or other relevant information (such as a reservation number) right away.  Close the first paragraph with why you are writing.  For example:

Dear Customer Service,

I am a platinum member of your hotel program and my number is XXX-12355.  I am writing to report poor customer service I experience on XX, 15, 2013 at XX.

Make the rest of your letter quick, detailing the information, while being respectful.  No one wants to read a letter that appears as if the writer is "yelling" or irate.  But, you also want to sound like you know what you are talking about.  Cite a company policy, or if need be, the law.

E-Mail or Company Website Customer Feedback Form

Many of the same rules apply.  You can basically write the same thing as a standard letter, but you might need to tighten, or shorten your language.  E-mail tends to get lost with the ADD crowd, and if you are writing directly through the company's website, you might be limited in the amount of characters.  Be really quick here.  Bonus: you might be able to send an attachment to boost your case.

Phone Call

Hard core and old school.  Request to speak with the Manager, or someone in a position of authority.  Be succinct, firm, but respectful.  Mention your status, if you have it, and let them know you have options for your business.

Online Chat

A relatively new medium for complaining.  This format may include Facebook or Twitter chats, or the company's home page, in-house customer service chat, "live" customer service.  Be really respectful and quick to the point here.  There's a good chance that the person on the other end 1) Does not speak English well; 2) Is an outsourced employee who works at home who needs to make a certain quota a day; 3) Has a limit of time per customer; 4) Has limited authority regardless of the case.  Make it count.

In closing the method in which you choose may be what you feel comfortable with most.  For my most recent experience, I actually wrote the corporate office and talked to staff in person.  You might try multiple avenues in case one gets to a decision maker more quickly.

Be persistent with customer service representatives

Everyone at one time or another has had a grievance with a company that was worth bringing up after the fact with a customer service representative.  Maybe it was a bad experience at a restaurant, hotel (a favorite complaint among travelers), or shoddy product.  The key to winning the customer service battle can sometimes come down to being the more persistent one.  Also, knowing how to utilize various customer service avenues is key as well.

Find the correct customer service contact information
For example, most individual consumer-focused companies have a website for their customers.  At the least, a customer service phone number should be on the receipt from a good or service ordered.  But, if not the case, finding a customer service contact on the company’s website may take some digging.  If not immediately obvious on the home page, look for a “Contact us,” “About,” or similar hyperlink.  Click on it.  There might be a frequently asked questions (FAQ) guide or other means for addressing concerns.  That’s the first step.  The FAQ may then provide a means for contacting the company via secure email form on their website.  See it?  Good!  Now, it’s time to write the letter.

Think like Johnny Cochran and make the case
Before simply rattling off a note, check a few things first.  Ensure a state of calm.  No matter how bad the experience that led to contacting the company, no customer service representative likes an angry, ill-toned customer.  Instead, be relaxed, but firm, and be prepared with receipts and any other documentation to support the complaint.  Next, type the letter in Microsoft Word (or a favorite program) and spell/grammar check.  Just as it doesn't help to sound angry, customer service will appreciate a well-written, constructive letter, and not one riddled with errors (or profanity).  See the general theme?  Be sure to treat the company representative as an adult and they should reciprocate the gesture.  Also, for the reader, this shows that the writer cares, is intelligent, and not just blowing off steam.  When finished with the letter, cut and paste it back into the website’s form and send.

Go old school
So, it’s been a few weeks and still no word from the company, or the initial response was less than flattering?  It’s time to go old school.  Go back to the company’s website, locate an address, and point of contact, if possible, and snail mail them directly.  These days, web communication with a company may be read quickly, but can be easily forgotten among the pile of other emails sent in.  With a written letter, it will stand out among the crowd.  And, it’s a lot easier to provide important documentation, such as a receipt, in it.

Ultimately, these strategies may not work all of the time, but if never tried, there's no way of knowing if a problem could have been resolved favorably.  It might even be the case that the outcome is better than imagined.