How to Be The Perfect Unhappy Customer – Who Gets Results

 

motivational_speaker_linda_larsen_ScalziHe could have been a fantastic motivational speaker on customer service – from the customer's perspective. 

"He" is my husband, the brilliant John Scalzi, a/k/a the Weather Muffin. And for the last 45 minutes he has been on the phone with the Epson printer tech support people trying to get an issue resolved with our printer. I have heard him say basically the same things over and over, to at least 4 different people within the company.  Here is why I anticipate that he will get a resolution to his problem.

  1. He is persistent. He is not giving up. After the fourth transfer to another person (with a 5 minute hold between each one), I might have hung up the phone and made myself a margarita.
  2. He is remaining calm. I can hear that it is a conscious effort, but he is doing it. He doesn't FEEL calm (see photo), but in spite of how he feels – he is acting calm. By now the top of my head might have blown off.
  3. He is communicating clearly. After getting the same response for the tenth time, I heard him calmly say, "I am dissatisfied with that answer and here's why…" Wow. Now that was GOOD!
  4. He's actually finding HUMOR in all this! No kidding! He walked out during one period on hold and said to me, "These people have no ears! None! They have lots of mouths – but no ears! They must only hire earless people!" He cracks me up.

‚ÄčIt is now a few minutes later. I just heard him say thank you and hang up the phone. He reported to me that the company was going to send us a new printer.

Oh dude. You rock. I have no doubt whatsoever that if I'd made that call it could have ended very differently. Like with the police showing up to arrest me for… well, for saying bad things.

There are distinct benefits to living with a Weather Muffin. 

 

About

Motivational Speaker Linda Larsen, CSP has been described by meeting planners and audiences as "hysterically funny," and "riveting." Known for her ability to connect on an authentic and emotional level with audiences, her spontaneous sense of humor, and her engaging and powerful stories, Linda is passionate about sharing ideas to help people live their finest, best, and most productive lives. Her riveting and true story of being kidnapped and held hostage at gunpoint by an escaped convict, and the strategies she used to escape, will give people the tools THEY need to rise above any of life's toughest challenges, to communicate more effectively with THEIR difficult person, and to find creative solutions to THEIR problems. To book motivational speaker, Linda Larsen: 941-927-4700
http://www.lindalarsen.com

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Comments

  1. Linda, you are one lucky woman to live with such an incredible communicator. Someone who can stay calm through adversity and get the job done is sexy! Then again, I could make the same comment about you. Enjoy the new Epson.

  2. Wow! Not how I would have handled that situation. What a cool cool man. But I already knew that. Such character in Mr. Scalzi. Love him to pieces.

  3. What comes to mind for me is: is this the new normal?  Do we, like John apparently has done, have to ready ourselves for this kind of frustration and investment of time to get a good end result??  Thank goodness you had him to forge into that fray!!!

  4. Wow – now that's a graduate course on how to handle a bad customer service experience. I think we can ALL tell stories of frustration of how we were treated, but this is very cool to hear what works from a customer's perspective!  Yay Weather Muffin!!!  

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