Every purchase experience is enhanced by strong customer service. When unsatisfactory service is encountered, the following actions are suggested:

• Be brief, clear, and concise about the problem and be reasonable about what actions you would like.
• Consider posting your concern on the company’s social media site.  Many companies monitor social media for customer dissatisfaction.
• If your complaint involves a bank, credit card company or other financial service provider, file a complaint with the Consumer Financial Protection Bureau at ConsumerFinance.gov/complaints. For other complaints, especially from local companies, the Better Business Bureau might be of assistance.
• Elliott Advocacy, a nonprofit organization, provides resources and suggests actions to resolve issues. Their website (www.elliott.org/company-contacts) has the names and contact information for customer service managers of most major companies.
• Another nonprofit advocacy organization is the Consumer Action Center (https://clark.com/about-consumer-action-center/), which helps with consumer problems for free. Phone number is 636-492-5275.
• For more extensive problems, especially those related to real estate or motor vehicles, Karens for Hire (www.karensforhire.com) is a paid service usually costing less than $100.

When seeking action, be sure to avoid these behaviors to obtain better customer service:

• Do not communicate anger or hostility, which can result in you being viewed as the problem rather than your legitimate concern.
• Do not contact the CEO; instead, consider a manager or vice president at the operational level.
• Do not threaten with not doing business with the company in the future. Saying that could remove the incentive for the organization to address your complaint.

You may need to use an array of tactics to obtain the satisfaction you desire. Remember, not every action will be effective in every situation. Most important, to improve your chances of success, be kind even when you are frustrated. “Polite persistence” is the key. 

For additional information on obtaining better customer service, click here.

Teaching Suggestions

• Have students talk to others to learn about actions they have taken to resolve consumer problems.
• Have students create a video, poster, or slide presentation with recommendations for wise shopping and to avoid consumer problems.

Discussion Questions 

1. What actions do you believe are most effective for obtaining strong customer service when encountering a consumer problem?
2. Describe a potential consumer problem situation. What actions would you suggest to resolve this concern?