DAE have a customer service moment that made you change your whole approach?

I was at a big electronics store in Denver trying to return a router I bought 2 weeks ago. The first guy at the counter said no returns after 14 days and I was one day late. I was about to leave when another employee, Sarah, overheard and asked to see my receipt. She saw I'd bought other stuff there before and just did the return for store credit. She said 'Sometimes the system needs a person to make the call.' Now I always ask for a manager or another rep if the first answer is a hard no. Anyone else have a store policy get bent in their favor?

2 comments

2 Comments

kai_brown2316d ago

Totally get what you mean about "the system needs a person to make the call." That is SO real. I had a similar thing happen at a hardware store where a paint mixer refused to tweak a color because their machine was "calibrated." Another employee just walked over, listened, and manually added a drop of another tint to get it perfect. It completely changed how I see those situations. Now I never just accept the first "computer says no" answer from anyone.

davis.linda16d ago

Absolutely, @kai_brown23. Always ask to speak to a manager or a senior person. The first person is often just following a script they were trained on. I've had to do this with customer service on the phone, you just say "I understand your position, but I need to speak to a supervisor." Half the time they have the power to override the system or offer a real fix the first rep couldn't. It's all about finding the human who actually thinks.