KNOXVILLE (WATE) – With the popularity of online shopping, it’s becoming more common to interact with customer service electronically, instead of face to face or over the phone. There are some things you don’t want to say to a customer service representative.
Let’s say a vendor of expensive sunglasses is dinging your credit card because it claims you never returned the glasses you said were the wrong color. However, you did, in fact, send it back. The dispute has left you hot under the collar, so it’s tempting to lash out at customer service by email or a telephone call and say exactly what’s really on my mind.
Yet, you should not do that, advise consumer advocates. The simple reason is it’s not going to get you what you want. If you really need to vent, write that angry email, then immediately delete it without sending it. You’ll feel better without jeopardizing your chances of getting the problem resolved.
Here is something else you don’t want to do. Never make threats like, “I’m going to call my lawyer and ruin your company if you don’t take immediate action.” Threats, even veiled ones, aimed at getting immediate attention and action won’t solve anything. In fact, putting a threat in writing could earn you a one-way ticket to the company’s legal department, along with your electronic paper trail.
Misguided threats are probably the biggest email “don’ts” and if you call on the phone, there is likely is recording of you making those threats. Instead be patient when you lay out your case. And, Be reasonable and succinct if you must communicate with customer service.
Don’t be tempted in your email to write the great American novel, such as, “My washing machine flooded my house, you ruined my vacation,” and you go on paragraph after paragraph about how you want a full refund, plus compensation for your trouble. That does not work.
You should not put “unreasonable” requests in an email, or in talking with customer service. Instead, state your complaint succinctly and suggest realistic solutions that would solve it: a refund, a replacement item, or a credit for a future purchase.
Watch your language. Sure, you’re unhappy. That’s why you’re complaining to customer service. However, think sugar instead of vinegar. A representative might overlook a snarky remark in your correspondence, but a profanity-laced rant will likely land your email in the trash or likely the customer service rep may end the conversation by hanging up.
It is poor email etiquette to write in all capital letters to make a point. It is considered yelling and yelling is rude. Yelling doesn’t get you anywhere either face-to-face or on the phone, and it won’t get you anywhere online.
