Tire problems are a fact of
life if you drive. How do you deal with them?
If you drive enough, sooner or later, you're likely to experience some
problems with your tires. Sometimes, those problems can
involve the purchase, the service, the dealers, and even the companies
which made them. What's the best way to get the most
In answer to that question, Karen
Simmons, Manager Consumer
Affairs for Yokohama
Tire Corporation has provided us with some of her insight
"Share Your Facts, Learn What You Need, Stay Calm"
Maximizing Results From Your Customer Service Call
For the one time in your life you may need a little
good advice with the Customer Care Experience on easy ways to get good
Focus first on
contacting the correct person.
Usually you will need to navigate an automated phone question system
before arriving at a real person. Confirm that the person you've
reached is authorized to render a decision once the facts are reviewed.
Always try to be polite,
focused, honest and
realistic. Try to limit your emotion about the possibility of having
your request denied. Remember, if you do your part, your concern will
be validated and the service agent will become your advocate. Communicate to the agent that your goal
is to arrive at a positive solution that restores your faith in the
company with which you're dealing.
Your time is valuable so
strive to make the exchange as efficient as be possible, by gathering
information before you call. Practicing with someone before you call,
can help you further prepare for the discussion. During the
conversation focus on delivering a concise review of product or service
situation you need resolved. Sometimes you will need to provide more
information so maintain your cool as you allow the service person to
indentify the remaining facts that need evaluated.
Besides sharing all the
facts and making the problem explicit, it is important to suggest a
reasonable solution that
will satisfy you. If you make unreasonable demands, the service agent could easily conclude you will never be
Most, but not all,
problems have solutions.
Sometimes you will learn that your situation is not covered directly by
company policy. If this happens, don't despair: ask whether a goodwill
judgment might be offered. Most companies have such options for their
service agents and it could work to your benefit.
Remember, good companies
work hard to retain customers and your situation can be valuable for
their improvement processes.
Our thanks to Karen
Manager Consumer Affairs,
Yokohama Tire Corporation for sharing her insights with our readers.
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