- Don't go straight to the top. Writing the company's CEO is often touted as an effective way to get a problem solved -- and at some companies, it may be the only way. Going over people's heads is going to tick them off, though, and that can be counterproductive if the head office turns out to be indifferent. So it makes better sense to work your way up the food chain, giving each level a chance to fix the problem before you move on to the next. I tend to get much more sympathy from people who can actually get things done if I've tried to resolve a problem through lower channels first.
- Take good notes. Write down the names and call-back numbers, if possible, of each person you talk to about your problem. Make a note of the time of day, and keep track of any account, case or claim numbers you might need later. Better customer-service departments track each communication so you don't have to start at the beginning each time with your tale of woe, but many firms seem to be dealing with antiquated systems that don't communicate properly, or your last rep might not have entered the notes properly. Taking good notes also can help if you wind up taking the company to court.
- Get important stuff in writing. Most problems can be handled over the phone, but there are times when you want your communications to be immortalized using paper and snail mail. If the matter involves a lot of money, legal issues, taxes or your credit report, put everything in writing, and send the letters certified mail, return receipt requested. If the company makes promises -- such as removing an erroneous entry in your credit report -- get those in writing, too, since these promises can shorten the credit repair process if the bogus entry shows up again.
- Don't be shushed. As noted above, some companies are using their social media to try to shut people up rather than help them. That's long been the case with call centers that monitor how long reps spend on a call, which leads to workers who are far more eager to get you off the phone than they are to solve your problem. Once you're clear about what you want to happen, don't rest until you get the result you want or at least a reasonable proxy. The system is designed to beat you down until you give up and go away; if you're going to be a ninja, you must persevere.
On the other hand . . .
Don't cut off your nose to spite your face. If you let a dispute go to collections, you're the one who will ultimately pay. Collections can seriously damage your credit scores, and getting them removed can be an uphill battle. A better course, if things go this wrong, is to pay the disputed bill and then sue the company in small claims court.
Finally . . .
Lavish your business on companies with good reputations. If price is all you care about, you deserve the customer service you get. If you want decent help, look for companies that invest in systems that promote repeat business.
J.D. Power regularly singles out companies in various industries with above-average customer service (you can find the latest winners here). So does the National Retail Foundation, which co-sponsors a survey with American Express that interviews 9,200 people about which companies stand out for their customer service.
The federation's 2010 winners, in order, were:
1. Zappos.com
2. Amazon.com
3. L.L. Bean
4. Overstock.com
5. Lands' End
6. J.C. Penney
7. Kohl's
8. QVC
9. Nordstrom
10. Newegg
Liz Weston is the Web's most-read personal-finance writer. She is the author of several books, most recently "The 10 Commandments of Money: Survive and Thrive in the New Economy" (find it on Bing). Weston's award-winning columns appear every Monday and Thursday, exclusively on MSN Money. Join the conversation and send in your financial questions on Liz Weston's Facebook fan page.
