Gripe of the Week: Macy's Customers Looking for Something to Be Thankful About
Filed under: Consumer Complaints
Griping about a business is an emotional experience to begin with. The customer is fresh from a negative encounter, and the traditional roadblocks and obstacles associated with consumer complaint resolution can seem like they're adding insult to injury. When faced with these hurdles you go 'googly-eyed'; you begin foaming at the mouth and pairing together chains of vile expletives as you imagine your next frustrating interaction. While it's tempting to unleash a wave of fury on the next representative unlucky enough to pick up the phone call or give up on finding a resolution, don't do it. In this scenario, no one wins.
On one level, we complain to let off steam. It can be cathartic to express anger, but many times, the bigger issue is the remaining problem that still has yet to be resolved, so it's important not to lose sight of the forest for the trees. Sometimes, that means stepping away from your emotions and taking a moment to consider the company's perspective to identify which steps to take next.
Three Things to Keep In Mind About Companies When Complaining
1. They want a quick resolution just as much as you do.
For businesses, time is money. It's not in their best interest to spend hours on the phone with you. If you make it easy as possible for them to provide you with an acceptable solution, they have an incentive to take you up on it. This means it's important to be reasonable and clear in your requests for compensation.
2. Information is power: help them help you.
Larger companies can have millions of customers and are tasked with fielding hundreds if not thousands of customer service issues per day; that's a lot of information to keep track of. Taking control of your own information and having specifics like store location, your account number, and supporting documents at the ready. Gripevine's platform has the advantage of compiling of of this information in one secure, easy-to-access location.
3. Companies are made up of people.
Are you more likely to help someone who's hostile and aggravated or someone who is calm and methodological? Customer service representatives are no different. It's their job to help everyone who needs it, but it's human nature that they're more likely to put in the extra effort for someone who is more pleasant to deal with.
One of the advantages of a platform like Gripevine is that it eliminates the need to waste time on hold or navigating customer service phone line options which can drastically reduce the stress associated with the complaint resolution process and simplify the experience for both the customer and the business.
Having been there, I can understand snlover's frustrations, but I have learned that you make better inroads trying to find the humour in a situation or at least by focusing on the legitimate issues with your case. This customer deserves to know but why they are being billed but their gripe would be more effective and likely resolved more quickly by Macy's if the tone were less negative and more focused on working to find a resolution. Still, I believe this gripe has merit and I appreciate the proactive approach to resolve it. I hope that all parties are able to reach an amicable solution.About Gripevine:
Gripevine connects customers and companies on a fair and level public playing field where they can come together to create win-win resolutions to common consumer complaints. Consumers can use Gripevine to leverage the power of social media to get their stories heard. Companies can use their Customer Satisfaction Index on Gripevine to show the world the quality of their customer service. By leveraging the power of social media, both groups of users can ultimately affect a company's Customer Satisfaction Index on Gripevine, which provides an effective scale for the quality of customer service.
About Dave Carroll:
Dave Carroll is an award winning singer-songwriter, professional speaker, author and social media innovator based in Halifax, Nova Scotia, Canada. He began his music career with his brother Don in the band Sons of Maxwell and has been enjoying success as a solo artist for the last four years. Known as a master storyteller, Dave's incredible talent was introduced to millions when his 2009 YouTube music video 'United Breaks Guitars' became a worldwide sensation. Dave is now co-founder of the consumer resolution complaint platform, Gripevine.com. Most recently, Dave published his first book: "United Breaks Guitars: The Power of One Voice in the Age of Social Media" and released his second album, "Raincoat in Vegas."
Online retailing has revolutionized the way we shop and is an incredibly convenient alternative to traditional brick and mortar stores - who wouldn't prefer a package delivered straight to their door step? However, consumers need to take extra measure to protect themselves when ordering a product sight unseen, and as always, Gripevine is there to help customers take the pain out of complaining.