{"id":3464,"date":"2013-10-11T12:06:20","date_gmt":"2013-10-11T16:06:20","guid":{"rendered":"http:\/\/acro.net\/blog\/?p=3464"},"modified":"2013-10-11T12:08:30","modified_gmt":"2013-10-11T16:08:30","slug":"customer-service-responses-dont-take-no-for-an-answer","status":"publish","type":"post","link":"https:\/\/acro.net\/blog\/customer-service-responses-dont-take-no-for-an-answer\/","title":{"rendered":"Customer service responses: Don’t take ‘no’ for an answer"},"content":{"rendered":"

When dealing with professional services, such as domain registrars, the customer is – almost<\/em> – always right.<\/p>\n

In a customer-oriented world, a customer’s needs are usually manageable and relatively minute; the approach should therefore be positive, versus negative.<\/p>\n

By telling the customer that “we cannot do this now” or “you will have to wait” until a later time for something that needs to be tackled with urgency, a customer gradually loses faith in the products and services they pay for.<\/p>\n

However, the customer often never asks for the service provider’s intervention, or the escalation of support. This is because by nature, we aren’t ‘aggressive’ to the extent of ‘demanding’ something; we are usually brought up being polite and understanding, patiently awaiting the course of things.<\/p>\n

Unfortunately, in today’s world of cut-throat business, time is of the essence – most of the time!<\/p>\n

By asking for a manual intervention to an automatic process, and by asking a customer service representative to step in and take ownership of a time-pressing situation, we are ensuring that any issues we’re facing on a business level are managed efficiently and expeditiously.<\/p>\n

On that note, GoDaddy’s inbound domain transfer service sometimes fails to acquire the proper contact email from the WHOIS. A transfer process to GoDaddy can get stuck for hours – even 48 hours – until the automated script times out.<\/p>\n

This is an example when one should pick up the phone and explain that the matter needs to be addressed. In my case, a set of authorization codes were given a short life-span; if I were to wait 8-12 hours for the ticket to be processed, I would have lost that window of opportunity.<\/p>\n

The GoDaddy representative was trained to respond that I should wait until the automated process times out; at that point, I explained that such a process requires a manual intervention and a simple WHOIS lookup.<\/p>\n

While my phone waiting time was longer than usual at 20 minutes, at the end of the conversation I was able to receive the notification emails for the transfer manually.<\/p>\n

Long story short: don’t take no for an answer, and if you face resistance always ask for a logical intervention from the tech support personnel – all while remaining polite, yet firm in what you want to achieve.<\/p>\n","protected":false},"excerpt":{"rendered":"

When dealing with professional services, such as domain registrars, the customer is – almost – always right. In a customer-oriented world, a customer’s needs are usually manageable and relatively minute; the approach should therefore be positive, versus negative. 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