Ron Burley, the man behind “Unscrewed: The Consumers� Guide to Getting What You Paid For,” has published two articles on how to effectively deal with customer service reps. On the Do Not Want side, you shouldn’t threaten legal action, because it will likely shut down any further communication as the company goes into automatic CYA mode. (You don’t want to tip your hand about any legal action anyway.) What you should say is “Thank you,” because being nice might help you stand out among the parade of complainers.
tactics
Discover's Speed-Reading Sales Technique Means You Can Get To "No" Faster
By 6.5.08
A zealous Discover rep tried to get Richard to sign up for a “protection program” by speeding through the details of the agreement as fast as possible—you know, the fine print part that makes it clear you’re agreeing to a paid service. When Richard made it clear that he wanted to hear the details again and that no, he hadn’t agreed to anything, the rep hung up on him. Discover, maybe you want to have a talk with your reps about their sales techniques.
Like a Good Neighbor, State Farm is There With a Helping Hand and a Hatchet
By 2.23.06
Harry writes in a tale of what he describes as extortion by State Farm Insurance.
