Surviving The Dreaded Customer Service Call With Respect and Humor

By
Home Stager with Sharon Tara Transformations

Don't you just love calling Customer Service ?

 

I'm sure you've been there. On the phone with Customer Service.... looking for resolution and satisfaction while attempting to remain calm and retain the little sanity you still have after years of similar phone calls.

 

Two weeks ago my husband, Rick, bought a new inflatable dinghy. It's been in our garage, fully inflated, awaiting boating season. Saturday he realized it was leaking. 

 

My first thought was the inconvenience of having to return it.  We had to borrow a truck to get this one.

Rick anticipated a much worse scenerio. Because it's been registered with the state (like a car), he figured the best the company would do is repair it. Who knows how long that could take?

Not to mention... we paid for a brand new one, not one that needs repair before ever entering the water.

The dreaded call to Customer Service was made.

The usual background questions had to be answered.... model number, when and where we bought it, if it's been in the water yet.

Then the best part:

Customer Service:  "So you say it's leaking?"

Rick:  "Yes, it's leaking"

Customer Service:  "So...is it leaking air?"

Rick:  "Is it leaking air ? Do they leak anything else?"

 

I would have loved to have said to the guy:

 "Well, we really wanted the one that leaks dollar bills,

but unfortunately we got the one that leaks air."

 

Sometimes the best thing to do when dealing with frustrating situations is to find some humor. It all turned out fine because both Rick and customer service guy kept their cool and were respectful to each other.

The company is ordering a new dinghy for us and will even credit us for the registration fee we paid the state.   Sure it will be inconvenient to make the exchange, but it could have been much worse. Customer Service is not dead!

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Re-Blogged 1 time:

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  1. Dale Taylor 05/12/2015 01:14 PM
Topic:
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Rainmaker
2,222,199
Sharon Tara
Sharon Tara Transformations - Portsmouth, NH
New Hampshire Home Stager

Geoff:  The service rep was very understanding.  

Mary:  It's important to remember they are just doing their job. It's frustrating when they are not quite equipped for the job though. Some are much better than others.

Tammy:  Same here, I've lost it more than once!

Jan:  We had a good laugh over it. 

Jennifer:  Well I hope you have gotten your blood pressure back to normal by now....breathe!

Diana:  You can tell when they are not fully listening or when they are somewhat mentally challenged to handle the job.  That's when I get crazy.

 

 

Apr 29, 2015 01:14 AM #79
Ambassador
1,584,972
Norma Toering Broker for Palos Verdes and Beach Cities
Charlemagne International Properties - Rancho Palos Verdes, CA
Palos Verdes Luxury Homes in L.A.

Nice to know the outcome was positive and the dinghy was only leaking air, not poisonous gas or some other hazardous material.  ;)

Humor is the best way to take the edge off a trying situation, and isn't it too bad a chat with customer service often is very trying indeed.

Apr 29, 2015 06:21 AM #80
Rainmaker
2,222,199
Sharon Tara
Sharon Tara Transformations - Portsmouth, NH
New Hampshire Home Stager

Norma:  It's usually a nightmare, not this time though.  Just happy they are willing to replace it!

Apr 29, 2015 07:06 AM #81
Rainmaker
175,464
Spirit Messingham
Tierra Antigua Realty - Tucson, AZ
Third Generation Full-Time Realtor® 520 471-6900

I.  Do. Not. Like. It.  Loath calling any customer service, as it seems to be about the last thing they deliver.  Should be called "Going to stress you out"

Apr 29, 2015 08:11 AM #82
Rainmaker
2,222,199
Sharon Tara
Sharon Tara Transformations - Portsmouth, NH
New Hampshire Home Stager

Spirit:  True....you just know going in that it's going to be uncomfortable to say the least! 

Apr 29, 2015 10:08 AM #83
Rainmaker
395,900
Dana Hollish Hill
Hollish Hill Group, JPAR Stellar Living - Bethesda, MD
REALTOR * Broker * Coach

I saw a great facebook post yesterday. It said

How to win the War on Drugs

1. Legalize all drugs.

2. Only allow the purchase of drugs through Comcast Customer Service. 

 

Apr 30, 2015 12:11 AM #84
Rainmaker
2,222,199
Sharon Tara
Sharon Tara Transformations - Portsmouth, NH
New Hampshire Home Stager

Dana Hollish Hill  That's hysterical.  For me though it would be Sprint.  

Apr 30, 2015 01:59 AM #85
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John Meussner
Mason-McDuffie Mortgage, Conventional Loans, Jumbo Loans, FHA, 203(k), USDA, VA, - Walnut Creek, CA
#MortgageMadeEasy Walnut Creek, CA 484-680-4852

Haha, if it were leaking dollars I don't think you'd have called!  Good customer service is appreciated, and I've found that you get what you give when calling in.  People with bad attitudes on their own are rare, those calls are usually like talking into a mirror.

Apr 30, 2015 04:01 AM #86
Rainmaker
2,222,199
Sharon Tara
Sharon Tara Transformations - Portsmouth, NH
New Hampshire Home Stager

John:  You are right...we would not have made the call if it were leaking money!

Apr 30, 2015 05:09 AM #87
Rainmaker
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Ginger Harper
Coldwell Banker Sea Coast Advantage~ Ginger Harper Real Estate Team - Southport, NC
Your Southport~Oak Island Agent~Brunswick County!

You get further with these calls with sugar rather than vinegar..

Love  the humor..

 

Apr 30, 2015 10:09 AM #88
Ambassador
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Robert Vegas Bob Swetz
Las Vegas, NV

Hello Sharon ... great post my friend and congrats on the "Gold" 

Apr 30, 2015 02:04 PM #90
Rainmaker
104,859
Margaret Kapranos
Berkshire Hathaway Home Services - Novato, CA
San Francisco Bay Area REALTOR. 415-608-5070

At least it wasn't India you were calling.  Those are the worst.

Apr 30, 2015 02:59 PM #91
Rainer
2,625
Sunshine Pressure
The Pressure Clean Experts

What I say to people that call me "Go away"

What they hear:

Apr 30, 2015 05:12 PM #92
Rainmaker
2,222,199
Sharon Tara
Sharon Tara Transformations - Portsmouth, NH
New Hampshire Home Stager

Ginger:  True....more sugar, less vinegar!

Nurit:  Horrible beast!

VB:  Thank you!

Margaret:  I was very lucky!

Sunshine Pressure:  LOL

May 01, 2015 07:09 AM #93
Rainer
29,934
Glenn and Rebecca Hauer
Right Trac Financial Group, Inc. - Vernon, CT

I try to be calm and even when I have to call Customer Service ... or any insurance company, utility company, or telecom provider, for that matter. If I have to explain my issue more than 3 times, I'll admit, I get a little cranky. 

May 02, 2015 08:30 AM #94
Ambassador
2,389,639
Robert Vegas Bob Swetz
Las Vegas, NV

 ... "Your Welcome"

May 02, 2015 09:34 AM #95
Rainmaker
2,222,199
Sharon Tara
Sharon Tara Transformations - Portsmouth, NH
New Hampshire Home Stager

Glenn & Rebecca:  There is no reason you should have to keep repeating it....you should be cranky at that point!

May 02, 2015 10:01 AM #96
Rainmaker
241,427
Bette Gottwald
UNITED REAL ESTATE | Central PA - Mechanicsburg, PA
"Bet"on Central PA Real Estate!

Lucky your husband was able to talk to someone who could speak English!

May 03, 2015 11:53 AM #97
Rainmaker
2,222,199
Sharon Tara
Sharon Tara Transformations - Portsmouth, NH
New Hampshire Home Stager

Bette:  So true!  That's always my first concern, someone who speaks English.

May 03, 2015 09:37 PM #98
Rainmaker
898,933
Jane Chaulklin-Schott
TEAMCONNECT REALTY - (407) 394-9766 - Orlando, FL
TeamConnect Luxury Homes - Orlando, Florida, 32836

What a nice ending to your story and kudos for the customer service department. Enjoyed the humorous writing, Sharon Tara.  Always nice to get a laugh from a reader and especially after a too long and taxing day. And I laughed... lol. 

Feb 18, 2016 02:18 PM #99
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Rainmaker
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Sharon Tara

New Hampshire Home Stager
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