July: Tips & Tricks from deVivre
We've all been there -- paying our monthly bills and realizing that the (electric, gas, internet, cable) company has overcharged us. I have often found myself questioning whether waiting on the phone for 40 minutes and speaking with 3 different people (before reaching a manager who was the only person who could "authorize" crediting my account) was worth the duplicate $4.99 service charge.
Luckily, we're in 2016 and we have other options!
Twitter: The easiest and quickest way to get a response directly from a company is through Twitter. As frustrated as you may be with the service provider whom you're contacting, understanding goes a long way -- on both ends.
Things to remember when getting in touch:
1.) The person to whom you're speaking isn't the person who overcharged you - it was the service provider.
2.) The person to whom you're speaking WANTS to help you. That's why they were hired!
3.) Losing a client not only costs the company the amount you typically pay per month, it also costs them the business of the people you'll tell about your negative experience, as well as all the time and money that they put into taking you on as a client in the first place.
How to resolve your issue: Try direct messaging the service provider first -- don't bash them on their wall without trying to get help first. Explain the situation in two or three short, factual sentences; use one sentence to explain WHY you're frustrated with the service provider; give your name and phone number and ask them to contact you as soon as possible so that you can resolve the issue together.
Typically, you should get a response within the hour which will most likely say that someone will be contacting you shortly. If you don't get a representative to contact you within 3h of regular business hours, follow-up on DM (direct message) by saying that you have yet to hear back from a representative and expect to hear from someone within the next hour.
As soon as a representative contacts you, explain the situation just as you did in the message. Always be factual. If you seem to hit a brick wall, explain to the representative why you're frustrated with the company and for how long you've been a loyal customer. Your understanding of the situation they're in will win you brownie points. Berating the associate will not! If you still have trouble getting across your point or if you have yet to even reach a human being, then state that you are no longer happy with the service and will be looking for other service providers.
Remember - losing a client is at least 5x more expensive than taking on a new client. Even if you've only been with the company for a few months, you always have another option; the service provider knows this and will NOT want to lose you. However, to resolve the problem quickly, easily, and without going crazy, be kind and empathetic to the associate helping you. Trust me, it will go a long way!