What a difference it makes
talking to an actual person!!
The lovely Belly’s phone contract
was out of control, and there had been all sorts of interference and best
intentioned advice all of which had combined to make making a choice virtually
impossible. Confusion was reigning supreme, so here’s some advice about how to
deal with the nasty necessary bureaucracy.
Always have an ‘End Game’. There
is no point being undecided about what you want to achieve. The staff are gonna
appreciate knowing where they are headed, even if they don’t want to go there.
Always ask politely to speak to
the manager. The person out the front of the Optus store is almost certainly
some underling who almost certainly will not be of much help. There will nearly
always be an excuse why the manager is not available, but they magically become
available when you politely say that you understand they are busy and that you
are happy to wait. You must of course then just stand your ground - Don’t speak
or move.
When the manager comes out,
direct the meeting by choosing where to sit and outline your ‘end game’. This is
often more than a little tricky which explains why customers are shrugged off
with glossy brochures or tales of ridiculous additional charges and penalties.
Make it very clear that you have
all day and that you are going nowhere until you get what you want.
Belly just wanted to be on a plan
that she could afford. The manager soon realised that we were going nowhere so
she had no choice but to ‘work in’
She accessed bills, reset
passwords, printed out bills from the last 4 or 5 months, analysed useage and
determined the best plan. She was patient and efficient and we left feeling all
sorted. And we had her business card which she was happy for Belly to use in
the future if more help is required.
I said to Bell later that it is
important to limit what you say. You should not apologise for needing help.
That’s what these people are paid for!
Natalie – the manager, initially wanted
us to ring the customer services number that she had circled on the brochure
and I told her that we weren’t going to do that, that we wanted to talk to a
real person, to look them in the face. The brush off is the first attempt to
get problem customers out of the shop, and had already been successful on at
least 2 occasions. It should probably not be necessary to quietly demand more,
but it seems to be the case today.
The folk in the shop probably
work on a commission basis and so are only interested in ‘signing people up’.
Anything else is too much trouble for no return.
I wonder when customer service
became the barely intelligible drone on the end of a long distance line. Well
done Natalie from Optus at Carindale, you have allowed us to cross something
off Bell’s long list of ‘To Dos’ , and
have actually provided some customer SERVICE.
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