5 warning signs you’re about to receive bad customer service

Steve Cucrov/Shutterstock
Steve Cucrov/Shutterstock
It’s been decades and my father still hasn’t forgotten: Threatened with arrest, his wife in tears, their anniversary ruined. And to top it all off, he was still hungry.

Every time I hear the story, I ask him how it came to that. My father replies, “I never saw it coming.”

For their anniversary, my parents had gone to a well-known eatery north of Boston. Always a popular place, this night it was particularly crowded.

They waited a long time to be seated. They waited a long time for menus, and for a server. They waited a particularly long time for the meals.
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Good customer service from the TSA? It’s no joke

Tifon Images/Shutterstock
Tifon Images/Shutterstock

Like most Americans, Jim Davies believes the Transportation Security Administration might benefit from a top-to-bottom reform.

And like most Americans, he wasn’t surprised when a Government Accountability Office study revealed widespread employee misconduct, including screeners involved in theft and drug smuggling activities, as well as circumventing mandatory screening procedures for passengers and baggage.

All of which made his recent experience in Philadelphia so noteworthy. As he waited in line to have his ID checked, he saw three elderly men approach the checkpoint.

“One of the gentlemen had clearly not been on a commercial flight in some time,” he says. “He presented his Medicare card and then his library card as his ID.”
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When airlines go above and beyond

Vladimir Shurpenkov/Shutterstock
Vladimir Shurpenkov/Shutterstock
Airlines and bad service. The two kinda go together, right?

They do if the American Customer Satisfaction Index (ACSI) is to be believed. In its 2013 report card, the research company punished the airline industry with an overall score of 69 out of 100. That would be a high “D” if you were in grade school.

But this isn’t another story about airlines treating us like self-loading toxic cargo, which is apparently what some crewmembers now call us.
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5 phone tips for escalating your problem to someone who cares

Konstantin/Shutterstock
Konstantin/Shutterstock
The first rule of solving a customer-service problem may be to get everything in writing, but there are exceptions to every rule.

For some issues — a quick product question or a change in reservation — a phone call might still work fastest.

Or not. Phone agents can waste your time with scripts and long hold times. That’s when you need to know how to escalate your call to someone who can help you.

Here are a few tips to help you get that decision-maker on the phone:
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Help, my Honda radio is on the blink

Dubassy/Shutterstock
Dubassy/Shutterstock

Question: A few days ago, the display on the radio of my 2003 Honda Accord went on the blink. The radio still works, but I can’t see any of the stations.

I called Honda customer service and mentioned that I’d done some research and found that the radios on the 2003 Honda Accords had this problem. She looked into your corporate records and told me that there was a class-action suit and Honda would repair the defective radios for seven years or 110,000 miles. She told me that since that time has elapsed, Honda could not take care of the problem.
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“I was so touched I almost cried”

GuoZhongHua / Shutterstock.com
GuoZhongHua / Shutterstock.com

LuAnn Ezeonu’s son is a United States Marine deployed in Afghanistan. A year ago, before he left the country, he bought a laptop computer and an iPod from the Apple Store at the Flatiron Crossing Mall in Broomfield, Colo.

By the time he returned to the States, his electronics were in bad shape. Which is where today’s story of unbelievable customer service picks up: with Ezeonu’s son bringing the dented equipment back to Apple after his deployment.

“He returned from his first deployment with a computer and iPod that were dusty, sandy, beat up and the disk drive in the computer wasn’t working,” she remembers. “We took it to this same Apple store.”
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