You call customer service to complain about a product, and you hang up angrier than when you started. That's customer rage, a feeling experienced by millions of people with a major complaint, says Scott Broetzmann, president of an American firm that tells companies how to offer the best customer service. His secrets to getting good service:
- Have a goal: If you want your product repaired, say so. Want an apology? Speak up.
- Keep it short: Focus on one problem, and be succinct.
- Stick with it: You have to invest the time it takes. Don't get what you want? Ask for a supervisor.
- Skip ultimatums: Don't threaten not to do business with them again. Why should they help you if you won't buy from them in the future?
- Plead you case: Many companies have information such as how much money you've spent with them and how often you complain. If you're a good customer they may be more willing to help.
- Be nice: You're unlikely to get what you want if you're rude.
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If you're flying with the whole family including young children, here are some tips:
It's hazardous to use a hand-held cell phone while driving, so many people turn to hands-free models. But they're also dangerous say researchers at Israel's Assaf Harofe Medical Centre. They had 41 people sit in front of a bowl, stare at the center and hit a button when they saw a light twinkle. First they took the test without distractions. Then they did it while using a speaker phone--and, on average, missed twice as many lights, "Missing one point may be important while driving," says the study's author. "That could be a car braking." To be safe, park, then chat.
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