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just my own rules for dealing with any customer service department - feel free to use or ignore:
Put aside a cheap notepad purely for use on this particular issue, and:
1) Always note date and time of call
2) Always note the person's (full) name who answered the phone
3) If transferred to someone else, note their (full) name too
4) Always ask for a customer reference number - and write that down too
5) At the end of the conversation, repeat back to them exactly what they have promised to do, and by when.
If and when the desired action does not happen, call back, and ask to speak to that person direct.
If you are fobbed off with 'they're at lunch' or whatever, say that you will call them back.
Unfortunately this way ends up as a lot of work, but at least it's you pushing it forward and you are in control.
But like I said - feel free to ignore all of the above
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