Apr 9
One of the upsides to having ten years experience dealing with The Customers and a not insignificant portion of that time involving handling feedback and complaints is I now have such a high hit rate in getting real and productive responses out of customer service departments bc I know what language hits. Spent my lunch break emailing people expressing very polite concern they're advertising bigot wizard properties and asking for clarification on how they chose this sponsor to associate with their brand and two of the three have already got "escalating to the people in charge" responses
#tips include:#always be polite! the rep who gets it never made the decision that sparked it#always be actionable! this means both asking for a specific get (in this case i want an explanation of the procedure leading to it#and an explanation of how they plan to ensure their brand is meeting its stated or evidenced equality goals)#and expressing your past and future experience with the brand in question (ie i used to shop here; i will shop elsewhere if i find them not#to be meeting equalities outcomes)#always outline your current understanding of the process#if you're right most folks will be willing to go above and beyond to help; if you're wrong you're going to get useful clarification#a good example of that last one is a time i fully just left a physical gig ticket at home#I've worked a lot of box offices#so i rang up saying hey; i had a busy day and left my ticket behind. i know your policy is to have the physical ticket#I'm just checking if there's any way to claim it on the door if i provide my. reference number. if not - that's alright! i can nip home and#miss the support band#and they said that having my reference meant they could switch it to by collection#and I could pick it up on the door if i had ID with me#always know your buzzwords! 'i disagree with this morally' is an opinion. 'i don't think this meets equality guidelines' gets immediately#logged and passed to the equality assessment people for comment#anyway i hope the people in charge give me some actionable outcomes this isn't over yet#but if nothing else i am very satisfied to know my polite concern has politely concerned some decision makers
