I have written several times about the dearth in customer service. For the most part, we must be the navigators of our own customer service. Without our diplomatic persistence, we may fail to be served. But, we do need help.
I have been involved the past few days with an entity trying to resolve an arbitrary decision on the part of an internal department which places a burden on me to recoup money owed to my family. I will spare the details, but to prevent them from doing it again on another set of transactions, we had to enlist the help of a customer service person and her manager as advocates.
The role I am being asked to play here is not new and will happen again with another entity. It may even happen with this one, but I sure hope not. Variations of both words in the title are key – diplomacy and persistence. Being a jerk will solve little and will make it harder to get advocacy. The customer service person I was speaking with was just the messenger. Yet, diplomacy also means tactfully sharing your frustration. You want them to agree with you that you have been wronged and she did.
The persistence is vital as well. I often say in follow-up after a reasonable time, “I apologize for being a pest.” Also, the first answer may be “no” as it was in this case because of internal processes, so asking for further advocacy can help, especially when you are in the right. I understood why they did what they did in general for risk management, but our circumstances were unusual and did not fit their norm. So, the internal department’s action unwound something very easy made it more time-consuming and bureaucratic.
On the positive side, after much pleading and with the manager’s advocacy, we got a yes answer with a caveat. That is all I could ask for. I will still have to remedy with another vendor their first decision, but I hopefully prevented them from repeating the process. I am so very thankful to the two people who advocated for us. They are gems.
Customer service has to be customer centric. This situation was resolving a problem this organization caused by internal processes. The group that caused it was not being customer centric, but more risk averse. My wife pointed out that what about people who do not have an understanding of financial matters and accepted decisions that were not appropriate. Or, in this case, may not know to follow-up with the other vendor. They may end up being shortchanged because of an arbitrary decision by an internal group.
Diplomatic persistence is key, but so is knowing where you may have been wronged. But, without the former two words, your hope of getting resolution is lessened. My fingers are crossed that this remedy will remain holding.