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09-23-2017, 09:34 PM
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#1
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Senior Member
Solo Rvers Club iRV2 No Limits Club
Join Date: Feb 2011
Location: Yuma County, AZ
Posts: 10,868
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It really pays to be nice!
I was chatting with a friend today, telling him about the $115 worth of free products that a customer service rep that I contacted offered me -- and I graciously accepted.
He had a similar story when he called to replace the charger for his electric shaver. The chargers were out of stock without any idea when they might be available. He paid $59 for his razor, but they sent him the newest top of the line model that cost more than double the price!
I know that most of the calls and emails that customer service reps get are very negative and they probably get screamed at a lot. I'm convinced that they are so thrilled to interact with someone who is nice to them that they go out of their way to be nice to the friendly customers.
I know it won't work every time, but I know I'll always try to be the most pleasant customer of their day.
__________________
Barb (RVM18) with Morkies Lily & Bebe RIP Sena FMCA#F466348
"Homer" ‘11 Shasta Cynara, pulling "Ranger" '97 Ford Ranger toad
The Journey is Our Destination. Full-timer May 2011 - July 2021
[SIGPIC][/SIGPIC]
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09-23-2017, 10:20 PM
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#2
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Community Administrator
Fleetwood Owners Club Workhorse Chassis Owner
Join Date: Sep 2010
Location: Marquette, Michigan "Da UP" & Lehigh Acres Florida
Posts: 21,822
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Think about it who really wants to help someone that's continually beating them up?
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John & Cathy R.
06 Pace Arrow 38L Workhorse W24
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09-23-2017, 10:47 PM
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#3
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Senior Member
Newmar Owners Club Tiffin Owners Club Workhorse Chassis Owner
Join Date: Jan 2015
Location: Byhalia, MS
Posts: 3,367
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I used to know an auto dealer service manager who would sometimes ask a customer if he really thought talking to him that way was supposed to make him want to help him (customer). Stopped a lot of yelling in his shop. He also wasn't shy about telling a customer he needed to take his car elsewhere.
__________________
2019 Tiffin Phaeton 40IH
2005 Newmar Kountry Star Gas (Sold)
2022 JL Wrangler 4xe or 2017 Harley Ultra in tow
JT, Em & the boys, Kong & Baxter (rescued grey tabbies)
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09-24-2017, 10:46 AM
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#4
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Senior Member/RVM #90
Monaco Owners Club
Join Date: Nov 2002
Location: Columbus, MS
Posts: 54,578
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Good advice Barb!
__________________
Joe & Annette
Sometimes I sits and thinks, sometimes I just sits.....
2002 Monaco Windsor 40PBT, 2013 Honda CRV AWD
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09-24-2017, 10:51 AM
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#5
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Community Administrator
Join Date: Aug 2009
Posts: 53,378
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Treat them with respect and you'll receive the same. That's been my experience. I also try ( when possible ) to add a little humor to the conversation.
__________________
Cliff,Tallulah and Buddy ( 1999-2012 )
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09-24-2017, 10:54 AM
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#6
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Senior Member
Solo Rvers Club iRV2 No Limits Club
Join Date: Feb 2011
Location: Yuma County, AZ
Posts: 10,868
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I clerked and managed a 7-11 store in Arlington, Tx back in the 1980s. I could only take it for a total of 7 years. I wanted to strangle the guy who said "the customer is always right". Being on the other side helped me learn not to yell.
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09-24-2017, 03:17 PM
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#7
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Senior Member
Jayco Owners Club
Join Date: Jul 2004
Posts: 2,198
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The Beatings Will Continue Until Morale Improves.
__________________
DonavonP
2016 Jayco White Hawk 27dsrl
US Army 1968-70 SETAF 559th Vicenza Italy
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09-24-2017, 03:31 PM
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#8
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Senior Member
Entegra Owners Club Spartan Chassis
Join Date: Feb 2010
Posts: 4,190
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Often, the sole person on the face of the planet who is in the best position to help you with the problem is the person you're facing (or talking to on the phone).
Why would you want to, unnecessarily pi$$ that person off?
A wise man once explained to me that the challenge is always to find some way to turn your problem into their problem. When it's your problem, it's "no problem". When it becomes "their problem", they'll fix it.
Take care,
Stu
__________________
"I would rather have questions that can't be answered than answers that can't be questioned."
2018 Anthem 42DEQ
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09-24-2017, 05:38 PM
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#9
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Senior Member
Solo Rvers Club iRV2 No Limits Club
Join Date: Feb 2011
Location: Yuma County, AZ
Posts: 10,868
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Great advise, Stu! I'll try it when I call Progressive Industries tech support in the morning. I may just mention that I've posted about my problem with their product on an RV forum with 60,000 active members.
__________________
Barb (RVM18) with Morkies Lily & Bebe RIP Sena FMCA#F466348
"Homer" ‘11 Shasta Cynara, pulling "Ranger" '97 Ford Ranger toad
The Journey is Our Destination. Full-timer May 2011 - July 2021
[SIGPIC][/SIGPIC]
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09-24-2017, 06:23 PM
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#10
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Senior Member
Entegra Owners Club Spartan Chassis
Join Date: Feb 2010
Posts: 4,190
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Quote:
Originally Posted by okmunky
I may just mention that I've posted about my problem with their product on an RV forum with 60,000 active members.
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Hi Barb,
I have no personal history with PI. My EMS-HW50C has worked flawlessly for more than 8 years. Kept bad power out on several occasions.
Over the years, I don't recall anyone on iRV2 saying anything bad about their customer support.
Good luck.
Take care,
Stu
__________________
"I would rather have questions that can't be answered than answers that can't be questioned."
2018 Anthem 42DEQ
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09-24-2017, 07:06 PM
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#11
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Community Moderator
Newmar Owners Club
Join Date: Feb 2011
Location: Point Pleasant Beach, NJ
Posts: 31,248
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I recently had a problem with my Garmin RV760LMT. I called CS and nicely explained the problems. I was under warranty and they told me to return it. A week later they sent me the latest RV770LMT-S. It was accompanied by a letter thanking me for my patience. Way to go Garmin.
I've always believed that you catch more flies with a teaspoon of honey than a barrel of vinegar.
__________________
Tony & Ruth........... FMCA#F416727
2016 London Aire 4519, Freightliner chassis, Cummins ISX, 2018 Jeep Wrangler Unlimited, Blue Ox Avail with AF1. TST 507 TPMS
No amount of money can buy you an extra second of time.
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09-24-2017, 07:18 PM
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#12
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Senior Member
Join Date: Jan 2017
Location: Little Rock, Arkansas
Posts: 2,594
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Quote:
Originally Posted by okmunky
I know it won't work every time, but I know I'll always try to be the most pleasant customer of their day.
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Well, I'm betting it works more often that trying to be the most UN-pleasant customer of the day.
__________________
2021 Keystone Outback 221UMD
2018 Tundra Limited 5.7 liter
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09-25-2017, 01:12 PM
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#13
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Senior Member
Join Date: May 2012
Posts: 976
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Works great for the first time you've had to call about a problem. But when you are on your 4th or 5th time to resolve the same issue sometimes it pays to be the bad guy and demand they actually do something...
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09-25-2017, 01:53 PM
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#14
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Senior Member
Tiffin Owners Club
Join Date: Jul 2015
Location: Johnstown PA
Posts: 1,308
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A long time ago I completed a Disney educational program about customer service. One of the (many) lessons I learned is: The customer is not always right, but we must allow them to be wrong with dignity. I've never forgotten that.
__________________
Lynn & Andy Dudish
2016 Tiffin Allegro Red 33AA
Towing 2014 Jeep Wrangler
On the Road with 13 Rescued Cats
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