Retail Observer

RETAILOBSERVER.COM FEBRUARY 2025 24 I f you've never had a problem with a product or service, raise your hand. If I could see all of you, I bet that very few, if any, would have your hands in the air. The problem might have been as simple as an undelivered newspaper, or as challenging as a faulty care repair. But whether the problem was large or small, it was inconvenient and frustrating. The issue now becomes: How can you deal with the situation? What steps can you take to ensure that you'll get the best customer service? I recommend that you consider taking these five steps: 1. Prepare. Do your research. Gather any documents that will help you describe the problem. These can include receipts, warranties, contracts, work orders – anything that will describe what you expected and what you received. Take photos if it will help you describe the situation. 2. Check your ego and your attitude at the door. Greet the employee by introducing yourself. You might start out by saying, "Good afternoon. My name is Sam, and I have a problem I hope you can help me solve." Be calm. Don't play the blame game. Don't be belligerent. Don't raise your voice or throw a tantrum. Be pleasant, and even though it might be tough, smile and make eye contact. Remember that your goal is to have your problem resolved, which means you want to encourage the employee to empathize with you and your situation. If you do find yourself getting angry, stop talking, take a step back (physically and mentally), apologize, and continue. 3. Offer solutions. How would you like the employee to resolve the problem? Do you want to return the item and get a refund? Do you want the item repaired? If it's something minor that you can live with — maybe a scratch on a wood product — do you want to keep it at a discounted price? 4. Make the employee a friend. Use his name. Put yourself in the employee's place, and treat him/ her the way you'd want to be treated. Treat the employee with respect and recognize that he/she isn't directly responsible for the situation. Ask the employee what she/he recommends. 5. Thank your new friend. End the conversation with a smile, a "Thank you," and a firm handshake. Even if the employee was unable to solve your problem, thank them for taking time to listen. Of course, there will be times when the employee won't be authorized and empowered to handle the situation. You'll need to send the problem up the "resolution ladder." The first step is to speak with the manager. If the problem still isn't resolved to your satisfaction, shoot it up the ladder to the company's CEO. If you still aren't satisfied, you can file a complaint with the local consumer protection office, or notify the state attorney general's office and the Better Business Bureau. Some industries have state or federal rules that they must follow. For example, if you have a problem with an airline, you can report it to the Department of Transportation. Visit www.customer-service.com for more information on John Tschohl and the Service Quality Institute. John Tschohl Customer Service John Tschohl is the founder and president of Service Quality Institute, a global leader in customer service. He is considered one of the world's foremost authorities on all aspects of customer service, and is the author of several books including Moving Up: A Step-by-Step Guide to Creating Your Success. His monthly strategic newsletter is available online at no cost at www.customer-service.com. GET THE SERVICE YOU DESERVE Five steps to getting a problem resolved RO

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