Photograph Credit: Flickr (James Brooks)
As you check your receipt from a purchase, does your face change when you find a discrepancy? Obviously mine does.
My son enjoys watching my face as I scan receipts after a transaction. He likes to forecast whether we will leave the store or head to customer service. 🙂
In part 1 of this short series, I will share how I address pricing discrepancies before leaving the store.
Next week, I will share how I handle these issues when I discover the discrepancy after leaving the store.
Using this five-step plan makes this process relaxed without aggravating or aggressively attacking the customer service representative.
STEP ONE: Identify the Problem
If you notice that you paid more than you calculated, then find where the error occurred before heading to customer service. Were all your coupons deducted? Did the item ring up incorrectly? Did you get the wrong item?
Going to customer service stating, “My total was incorrect; It should have been $50, not $70” does not help the customer service representative solve the issue.
On the other hand, going to the representative stating, “These frozen vegetables are in the weekly advertisement as buy one, get one free, but they rang up full price,” will point the employee to the problem to solve. Knowing where the error occurred helps the representative solve the issue.
STEP TWO: Greet the Customer Service Representative
This employee is at work. He or she has family and friends. This person probably had nothing to do with your problem. By beginning your conversation with a friendly, soft-spoken, non-confrontational greeting will set the atmosphere for solving the problem. Kindness goes a long way, and there is no need to get nasty or furious.
STEP THREE: Wait for a Solution
Present your problem and wait. Giving the representative time to think, check the weekly sales advertisement, or call a manager will aid in his or her response. Stepping back to let them work gives you both space to assess the issue.
STEP FOUR: Listen to the Solution
Allow the representative to give you the solution or the options before responding. If you need an option clarified, then repeat what you understand and ask any questions.
STEP FIVE: Choose a Solution
If you agree with a solution offered by the representative, then take it. If you disagree, then ask to speak to a manager. If you do not get the solution you want, then you still have these options:
1. Leave the store
2. Ask for the district manager’s contact information
3. Request the company’s corporate customer service number
When you notice and address a pricing discrepancy, identify the problem, kindly greet the customer service representative, wait for a solution, listen to the solution, and choose a solution. Throughout the process, be kind, direct, and professional.
You may or may not solve the problem at that time. If the problem gets solved, then thank the representative and leave. If not, then you have more options. You can leave and address your concerns with a district manager or the corporate office. Whatever the outcome, be polite and firm and continue stretching your dollars while using time wisely.
Question: Do you find customer service representatives helpful with your concerns?