WASHINGTON — Reliable retailers follow a fundamental policy that the customer is always right. So, if your sweater has a hole in it, the toy is broken or the electronic device doesn’t power-up, chances are most retailers want to make things right.
But it helps to properly complain.
The Wall Street Journal shares tips from retail executives for getting problems solved.
First, gather the facts. Have the receipt, or the order number, the time and date of sale and credit card information.
Time your call to customer service lines, if it’s complicated call during business hours.
It’s also important to be specific with what you want. Is it a refund? An exchange with free shipping?
Make sure to stow the emotion and be calm when complaining. Try to exercise that all-important virtue: Patience.
Don’t immediately start asking for the manager. Let the employee try to solve the problem. Escalate only when necessary.
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