[Courses] [Spineful Living, lesson 5: The Hardest Nos]

[Terry Hanson]

I've had rather an interesting experience with Sears 1-800 telephone 
specialists this past week.  It started on Sunday with trying to order a 
simple bra off of their .com website.  One price was shown, then it would 
jump to another much higher price.  I call the 800 number and get a female 
type voice that tries at first to find the same page I'm on, can't find what 
I have, and gets frustrated.  I ask for her super and this one has to confer 
with her super about my problem.  They tell me to fax them proof of what I'm 
seeing and they will take care of the problem. 

I do so on Monday and two days later I still haven't heard anything.  I call 
on Wednesday, get another female type voice that can't handle the situation, 
I ask for her supervisor, and this one actually starts to argue with me, 
interrupting me and telling me all about how their computer system works and 
that I need to click the refresh button because its been updated lalalala, 
and is getting downright rude with me.  I ask for her super.  I'm getting 
very frustrated by this time, but manage to keep my cool, however my voice 
drops to a quiet, kill you-die now tone.  This super  tells me to fax my info 
to her direct number, and she will take care of the problem. 

I do so on Thursday, along with many thanks and a line that states that if I 
do not hear from her by the end of the business day, I will contact CEO 
headquarters.  She has a full business day to take care of this.  I do not 
hear from her.  I wait throughout the weekend, and Tuesday I call HQ in 
Illinois.  They transfer me back to the original 800 number.  I call it 
again,  and a very friendly female type voice listens to my complaint, I tell 
her what I want, and she says...she says..."I can help you with that, I can 
take your order right now, and put in a request for credit to make up the 
difference!"

Wow!  Was that easy, or what?  I ask her if she is a super to be able to do 
this, and she says no, just someone who can't see where disagreeing with a 
customer over something as simple as this is helping anybody.  Her attitude 
about customer service was fantastic, my time with her took all of about 20 
minutes, and she even talked me into buying a separate item that I wanted 
because it had a good deal attached!  I commended her highly and thanked her, 
then asked to speak with her super, and told her why.  I wanted to tell her 
super that this helpful lady was one in a million with customer service.  I 
did so, and was assured that this lady would be recognized and put on their 
wall of fame. 

Finally after over a week of frustration, I have satisfaction knowing that a 
bit of spineful perserverence and time will work in your favor.

Terry