Businesses try to take market share leading to customer service being pushed aside. As customers we all have to make it a priority to push larger corporations to improve their customer service.
What I've found that works:
Stay calm, stay sweet but refuse to hang up until your problem is resolved. Many companies have a policy of not hanging up on customers no matter how bad the service.
If the person you're talking to cannot resolve the problem, ask to speak to a supervisor. If no one working at that time has the authority to resolve a problem, have them page or call the home of someone who does.
If the company screwed up, try to get the person on the other line to admit they had "a failing in customer service"
Demand a partial refund or at least a letter of apology from a supervisor.
Most importantly don't back down. The people answering the phones can't make policy, but their job description generally allows them to pass the buck to a supervisor. Eventually you annoy enough people up the chain of command that changes occur. If bad customer service stats build up, higher ups will have to start listening.
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Businesses try to take market share leading to customer service being pushed aside. As customers we all have to make it a priority to push larger corporations to improve their customer service.
What I've found that works:
Most importantly don't back down. The people answering the phones can't make policy, but their job description generally allows them to pass the buck to a supervisor. Eventually you annoy enough people up the chain of command that changes occur. If bad customer service stats build up, higher ups will have to start listening.