How can you get better customer service?

How can you encourage CSR's to give you their best efforts, to go out of their way, to make exceptions?

Let me give you a hint: You can't force them, despite the fact that they are, ostensibly here for us, and should do most of these things as a matter of course.

I'll tell you what works: You need to appeal to THEIR individuality; to the fact that they're unique and exceptional.

In a phrase, if you want better treatment, you need to treat them as if they are YOUR customers.

I know, this sounds odd, but people who consistently get better help, better customer care, are the ones who turn the tables in this way.

Now, here's a suggestion, with regard to starting a phone conversation with a CSR, from whom you need to get something special, like a waiver of finance charges.

After they answer the phone, say, almost under your breath, in a tone of relief:

"Oh, thank goodness, you sound nice…”

Then, carry on with the rest of the conversation, as if you never said this.

You will have set an expectation in the mind of the CSR for acting better t

You said, quite economically: You're nicer, better, a stroke of good luck, and I'm happy I reached YOU, instead of anybody else.

Now, it's up to her to leap over the higher bar that you've set.