One of the most important aspects of Financial Fitness these days is accepting the reality that dealing with many companies means that you are going to have to become your own customer service person in a much more hands-on, time-consuming way.
Probably everyone has run into the common situation of calling a company with a question or a problem and – while you’re on hold – they repeatedly suggest that you look for the answer on their web site.
But what if you’re calling because you already looked on the web site and couldn’t find what you needed. Or you just really want to speak with a person at that company. What if you’re calling because your internet is out?
It has gotten more frustrating, especially with internet-based companies. They’re so large and since they often have no real competition, they can get away with having what amounts to very poor customer service. Too many have no phone number at all to call – they insist you use their web-based system.
Even if you eventually get an answer from a web-based back and forth, it usually takes longer than it used to with one phone call. It doesn’t even pay to get upset about it because those companies aren’t going to change back.
One great thing about doing your own customer service is that sometimes a Google search gets you the answer you need quickly and easily. That can be very satisfying.
If you are Google-searching for a direct number to call a company, be wary. Scammers know customers are looking for direct-dial phone numbers and they prominently appear in Google searches with fake phone numbers.
Always turn to a statement, a company’s official web site or the phone number on the back of a credit card to get a number that’s safe to call.
Don’t be in a hurry when trying to get an answer or solve a problem. If you’re angry or frustrated or worried, it’s best to take some time to cool down before you pursue a resolution. The goal is to keep the problem as small as possible and not make things worse by being in a rush and trusting a safe-appearing solution that isn’t safe.
In fact, one strategy is to decide whether your situation needs to be addressed at all. Maybe not. Usually there’s plenty of time to “sleep on it” and talk with people you know to see if they have come up with a workable solution. Often they have.
If you believe that the issue or problem is your fault, it’s natural to feel an extra pressure to resolve it as quickly as possible to get things back to “normal.” In the long run, taking a few hours or a few days to set something right is much better than making it worse by hurrying.
If you’re making a purchase and you know you might need follow-up customer service or answers to questions, consider buying from a local company instead of online. Yes, it might cost a few dollars more to buy locally. Part of that is because a local company has people who can be there for you after the sale in a way the all-online mega-corporation will never be.
As a consumer, you have choices for where you spend your money, and your time. If a company keeps letting you down with non-existent customer service, exercise your option to take your business elsewhere. Knowing you walked away can also be very satisfying.
From the “Smart About Money” Canton Citizen column published on February 29, 2024.
Nick Maffeo is the President & CEO of Canton Co-operative Bank – right next to the Post Office – in Canton.
Have a question? Email to info@cantoncoopbank.com.