How to Contact Executive Customer Service and Get Your Problem Solved (2023)

We've all been there: You call customer service, get bounced around, transferred, and dropped. Or worse, your issue never gets resolved even after you talk to someone. You probably know you can escalate to a manager, or even higher, to "executive" support. But at that level, there's an art to getting what you want. Here's what you need to know.

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In the past six months, I've struggled with a billing and phone buying issue with Verizon Wireless, and regular service outages with Comcast, two companies notorious for less-than-stellar customer service. In both cases, calling, tweeting, and direct messaging service reps got considerate people, but never results. If that sounds familiar, you're not alone. Eventually, I was fed up, and went over their heads and found ways to get executive level support.

When I did, suddenly the game changed, and I wasn't just a customer with a problem, I was also a partner in getting my issue fixed. It's not enough at that level to just complain—when you get a hold of the people who can really help you, you need to bring your A game to make sure you walk away happy, and they can put your issue to bed.

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Give Lower Tiers a Chance (and Use Your Experiences as Ammo)

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We all want a quick, happy resolution to our problems, and we all know that calling an 800 number usually isn't a good way to get it. However, those tiers of support are there for a reason. Before you aim right for the top, give those lower tiers a chance first. Part of it is common courtesy, but you also want to build a paper trail of contacts before you ring someone higher-up. If you go right to the top tiers without a case history, you’ll get immediately handed down to the regular customer service queue.

We've offered tips on how to get great customer service before, and even some helpful shortcuts to remember when dealing with a bureaucratic service department. With a little patience and the right tricks, you may be able to have your issue resolved from the get-go. Even if you don't and you do eventually need to escalate, you'll be able to do it quickly and use the ineptitude of those bottom tiers to help you get what you need from the higher ones.

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Escalate the Right Way

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When it’s time to escalate, keep this adage in mind: "Everybody works for somebody." Regardless of the position of the person you're speaking to, they answer to someone, and that person answers to someone else. There's no reason you should ever feel like you're stuck, or have no one to escalate to. I ran into that problem with a bank a few years back: I called to complain about fees on my account, and got the "there's no manager here/I'm the manager but I'm actually the guy next to the person you last talked to" line (I worked in tech support. I know that trick.) Sometimes the only thing you can do is get names, write down the times you called, hang up, and take a deep breath. Then, call back or write a letter to someone who can actually help. Going off the handle because you feel stuck won't get you to the right people, and it won't get you the results you really want.

Instead, be savvy about how you escalate your support issues. Make use of services like GetHuman, which can connect you with a real person or schedule a callback from the company you need to talk to. Similarly, previously mentioned CallRed gets around service roadblocks entirely with a simple email form that you fill out, fire off, and wait for your call.

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Finally, you might try using executive email addresses, or the Executive Email Carpet Bomb, as our friends at The Consumerist put it. By figuring out the internal email address structure of the company and the names of the VPs or executives you want to reach out to (namely, VPs of customer service, or regional vice presidents) you can email your concerns directly to someone who will, at least, put them in the hands of someone who can address them appropriately. I went this route with my issue with Verizon Wireless after exhausting both their regular support and Twitter support channels, and got a call back within an hour after my email, from two different executive CS reps eager to resolve my issue.

Keep Your Contacts and Documents Organized

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It's important to keep detailed records of your conversations, both before and after you've gotten a hold of someone who can help.You'll need those dates, times, and names to show executive support that you've done your due diligence and gotten nowhere. Each piece of evidence you present is more fuel on the fire. Describe how you got to where you are now. Use what happened on your previous calls or in your tweets as the scaffolding for your story. That information helps the company rep help you without suggesting solutions you've heard or been through already.

There's another good reason to keep track of your contacts: Once you get noticed, you may suddenly have an embarrassment of customer service riches. Each time I've been reached out to exec-level support, I've always gotten two or three people respond and offer their assistance. Make sure you know all of their names, take down their numbers, and let them know who else has been in touch with you. This way, you get a consistent experience. If things go south, call one of the other people who initially reached out to help. Remember, once your issue is resolved and you've gone away, executive support reps have a greater obligation to report on how an issue got out of hand in the first place. Your story will help them get the word out about where the front lines went wrong, and hopefully how they can improve.

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Be Clear and Concise: Now Isn't the Time to Rant

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Remember, high-tier support generally wants to get in, fix your problem, and give you what you want. Their goal is for you to go away happy enough that you won't leave or cancel your services. The more time you waste recounting how terribly the lower-tiers performed, making threats, or drawing comparisons to the competition, the less time you have to cut through the fog and get to what you actually want.

We asked Andrew Kelley, CEO of CallRed and passionate advocate for better customer service, what he's seen from CallRed users that's been most effective. He explained:

We've found that the most effective messages include a clear purpose, your account / contact information, details on other ways you have reached out for help (if applicable), and are polite. It’s most effective to make the reader relate to your issue, and include the words “please” and “thank you”.

We also asked them what customer service departments—especially executive-level ones—need to hear from their customers when they complain to respond effectively. He explained:

We truly believe that companies want to help, so I suggest writing the email in a way that puts the reader in your shoes. On another note, please be sure to include specific details on the issues you're facing. We added a telephone field to our website this week due to the businesses (including USPS) that were calling us to get in touch with users.

Companies know the cost of poor customer service, as it’s the key driver for customers leaving. However, many dissatisfied customers don’t speak up which is why our biggest competitor is the status quo where users just accept poor service.

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We've mentioned that it's important to be clear, concise, stick to the facts (and avoid your life story), and go right for what you want. It's even more important when you're dealing with executive-level support. Those people generally have more time to talk to you and more leverage to give you what you want, but they also have the most difficult customers, the worst calls, and want to resolve their issues quickly and painlessly. You'll get more if you do like Dragnet and stick to just the facts.

Always Follow Up, and Keep In Touch

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After your issue is resolved, stay in touch with the reps you spoke to. If you continue to have problems, don't start from square one, go right back to your last point of contact. If a refund you were promised doesn't come through, or you're billed for something you shouldn't be, you'll want to pick up from where you left off, not start over from scratch. It can be tempted to just hang up and walk away having won the day, but don't play the short game. Wait until the dust has settled, and then see if you're happy and the problem is resolved. If it's not, you'll be happy you still have someone who's familiar with your issue.

Even if your issue really is resolved, follow up anyway. Let the rep you worked with know that everything is in order, and that you'd like to hold on to their contact information in case the issue crops up again. Of course, don't abuse the opening—If you continue to have issues, they should be part of the running narrative you have. That "everything's fine" follow-up goes a long way towards letting the support rep know that you're happy and they can close your case. It also lets you set the terms under which the case is closed—and lets you leave the door open to future contact.

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If you can't tell, working with executive customer support is a bit of a different beast than talking to a standard tier-one rep. The stakes are higher, they need more information to help you, and they have more power to actually get things done. It may seem strange that you get the most help at the height of your frustration, but that's exactly why you have to put it aside when you get that help. Take it from me—you need to play ball too, or you'll miss a great opportunity. When I dealt with Verizon Wireless and Comcast, I made a point to follow-through and hang on to contact information in both cases, and both times things worked out in my favor. Be clear about what you want, what your problem is, and follow through. You have a real partner at that point, and you'll walk away happier if you work together.

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Andrew Kelley is the CEO and Founder of CallRed. He graciously offered his expertise for this article, and we thank him. You can follow the CallRed team at @CallRedApp on Twitter.

Title photo made using Musicman (Shutterstock) and Faysal (Shutterstock). Other images by State Farm, EmsiProduction, Laura Blankenship, Tim Parkinson, and blu-news.

(Video) Executive Problem Solving

FAQs

How do you resolve customer service problems? ›

7 Steps to Fixing Customer Service Issues
  1. Listen to the customer and show genuine empathy. ...
  2. Assess the situation. ...
  3. Ask for the customer's needs and preferences. ...
  4. Offer a solution and give options whenever possible. ...
  5. Deliver the solution. ...
  6. Follow up with the customer. ...
  7. Address the issue within the company.

What are the 4 types of complaints? ›

When customers are dissatisfied with the service you're providing, they will be one of four kinds of complainers: aggressive, expressive, passive or constructive.

What three 3 Things do all customers want when they complain? ›

What Your Customers Want When Complain
  • Customers want you to fix the problem. That's what your customers normally want. ...
  • Customers want to hear your excuses. Emotions are a big part of customer experience. ...
  • Customers want to help you. ...
  • Customers want to break up with you.
22 Apr 2017

How do I get through to customer service? ›

The best bet is to call early. Wait times are shorter before noon, but 7 am is the best time to call according to Talkdesk, which also reveals that Wednesdays and Thursdays are the best days to call, and Mondays are the worst. Some companies offer a callback option so you don't have to wait on hold.

How do you write a professional customer service email? ›

How to Write 10x Better Customer Service Emails (+Templates)
  1. Be human.
  2. Use effective language.
  3. Request information the right way.
  4. Provide clear information and resources.
  5. Answer all their questions.
  6. Proactively follow up.
  7. Apologize and empathize.
  8. Make it right.
24 Apr 2020

Who should you first contact with a consumer complaint? ›

Start your complaint with the seller or manufacturer. If they don't help, seek help from your local government or a consumer organization.

What personality type complains all the time? ›

ISTPs tend to complain when there's no productive action to take immediately. ESTPs tend to complain when things get slow or theoretical. ESFPs tend to complain when people aren't getting along. ISFPs tend to complain when they're asked to make decisions for other people.

What is the most common complaint? ›

10 common customer complaints
  1. Product is out of stock. ...
  2. Broken/defective product. ...
  3. Product doesn't meet expectations. ...
  4. Preferred payment not accepted. ...
  5. Long hold times. ...
  6. Disinterested customer service. ...
  7. Having to restate the issue. ...
  8. Issue not resolved on first call.
5 May 2022

When dealing with the customer you should not? ›

The Number One Rule of Dealing with Difficult Customers
  • Not listening to what they are saying – or being perceived not to be listening. ...
  • Not acknowledging their feelings, or that they have a reason to complain. ...
  • Not letting the customer explain the problem. ...
  • Making excuses or getting defensive.

What are the 5 categories of complaints? ›

5 of the Most Common Types of Customer Complaints, and How to Handle Them
  • The Meek Customer.
  • The Aggressive Customer.
  • The High Roller Customer.
  • The Rip-Off Customer.
  • The Chronic Complainer Customer.
27 Oct 2016

How do you escalate a complaint? ›

How to escalate a customer complaint
  1. Complain without delay, preferably in person. When it comes to customer service, there's no time like the present. ...
  2. Research their complaints process. ...
  3. Give them a call. ...
  4. Leave a review. ...
  5. Take to social media. ...
  6. Consider escalating internally. ...
  7. Get the law on your side.

How do you write a strongly worded letter of complaint? ›

How to write an effective complaint letter
  1. Be clear and concise. ...
  2. State exactly what you want done and how long you're willing to wait for a response. ...
  3. Don't write an angry, sarcastic, or threatening letter. ...
  4. Include copies of relevant documents, like receipts, work orders, and warranties.
4 Sept 2015

How do I talk to a customer service representative? ›

Explain your problem to the agent.

Talk slowly and clearly. Don't make assumptions about what they know or don't know. Include specific examples about your issue. Ask them to restate your issue after you're done explaining it.

How can I speak to customer service fast? ›

15 Genius Tricks for Reaching a Customer Service Rep Way Faster
  1. Use Facebook.
  2. Or take your issue to Twitter.
  3. CC the CEO.
  4. Name drop the big boss.
  5. Search GetHuman before calling.
  6. Use an app like FastCustomer.
  7. Or opt into a company's callback service.
  8. Ask for a supervisor.
12 Jun 2019

How do you escalate a customer service call? ›

Begin the call by providing your introduction. Send across a positive message by telling the customer that you are anxious to help or ready to sort out the issue. Let the customer know that you have been briefed about the problem but do not tell the details. Let the customer reveal the details to you.

How do you write an email to resolve an issue? ›

Tips
  1. Start with Dear and the person's title and name.
  2. Say what the problem is first. Then, give more details. ...
  3. Make it short and clear. Just include the most important information.
  4. Say Thank you for your understanding at the end. It shows that you hope the reader will understand your problems.

How do you politely ask for help in email? ›

Follow these steps to ask for assistance in an email:
  1. Ask yourself if email is the right way to go. ...
  2. Use the subject line to your advantage. ...
  3. Greet your reader before making demands. ...
  4. Introduce yourself (if needed). ...
  5. Be clear about what you're asking for. ...
  6. Don't write a novel.
26 May 2022

How do you ask for a solution in an email? ›

How to ask for help via email
  1. Use a clear, direct subject line. ...
  2. Greet your reader. ...
  3. Establish your credibility. ...
  4. Put the question in the first or second sentence. ...
  5. Use a call to action to clarify the next steps. ...
  6. Make your email easy to read. ...
  7. Give your reader a deadline. ...
  8. Close the email politely and thoughtfully.

Is it worth filing a complaint with the BBB? ›

Is it worth filing a complaint with the BBB? One good option is to file a complaint with the Better Business Bureau (BBB). The BBB helps consumers settle disputes related to sales, contracts, customer service, warranties, billings, and refunds every year.

How do you take an action against a company? ›

Make sure you are connected to the internet and MCA21 portal. 4) Login to MCA21 portal using your registered user login. 5) Once logged into the MCA21 portal, use the eForm upload functionality under the eForms tab on the portal, to upload the Investor Complaint Form. 6) Once uploaded, note down the SRN no.

Does filing a complaint with the FTC do anything? ›

The FTC cannot resolve individual complaints, but it can provide information about what steps to take. The FTC says that complaints can help it and its law enforcement partners detect patterns of fraud and abuse, which may lead to investigations and stopping unfair business practices.

What do you call a person who always complains about everything? ›

Definitions of complainer. a person given to excessive complaints and crying and whining. synonyms: bellyacher, crybaby, grumbler, moaner, sniveller, squawker, whiner. types: kvetch.

Are people who complain toxic? ›

Now, let's get this straight — complaining is not bad at all, but when you do it constantly, it can turn toxic in more ways than one. That's because complaining signifies that you are not accepting of what's happening in your life. Unfortunately, it carries a very negative energy.

What personality type worries the most? ›

INFJs are definitely worriers, and have a tendency to overthink most things. They find themselves feeling anxious sometimes, simply because their minds are thinking about so many things which leave them feeling uneasy. They often worry about their loved ones, and how they can best take care of and please them.

What are the top 10 consumer complaints? ›

What Are Some Common Consumer Complaints?
  • Credit Cards. ...
  • Mobile Phone Services and Telecommunications. ...
  • Scams Involving Fake Cheques and Foreign Currency. ...
  • Internet-Based Bidding. ...
  • Frauds Using Imposters. ...
  • Sales via Catalogues and Home Shopping. ...
  • Sweepstakes, Lotteries, and Awards.
10 Oct 2022

What are the biggest mistakes in customer service? ›

In this article, we will share with you the most common mistakes in customer service and provide you with tips on how to fix them.
  • Mistake 1: not listening to your customers.
  • Mistake 2: not asking enough questions.
  • Mistake 3: talking too much.
  • Mistake 4: lack of empathy.
  • Mistake 5: not delivering what you promise.
6 Jul 2021

What are the golden rules of customer service? ›

5 Golden Rules of Customer Service
  • Here are the Golden Rules of Customer Service.
  • Customer service is everyone's job. Every contact with your clients is important. ...
  • Ask questions and listen to the answers. ...
  • Promise only what you can deliver, and then over deliver. ...
  • Know how to apologize. ...
  • Treat employees well.
11 May 2015

How would you handle a customer with difficult behavior? ›

How to deal with difficult customers
  1. Keep your communication professional.
  2. Remain calm and collected.
  3. Speak softly.
  4. Practice active listening.
  5. Give them time to talk.
  6. Understand the customer's point of view.
  7. Assess their needs.
  8. Seek a solution.

What are the three types of complainers? ›

Different Kinds of Customer Complaints: 5 Complainer Personality Types (and How to Deal with Them)
  • The Meek Complainer Personality Type. ...
  • The Aggressive Complainer Personality Type. ...
  • The High-Roller Complainer Personality Type. ...
  • The Rip-Off Complainer Personality Type. ...
  • The Chronic Complainer Personality Type.
30 Sept 2021

How do I complain about poor customer service? ›

Get help. Contact the Citizens Advice consumer helpline on 0808 223 1133 if you need more help - a trained adviser can give you advice over the phone. You can also use an online form.

What is constructive complaint? ›

Constructive complaints are solution oriented, versus unfiltered rumination on negative experiences. As it turns out, there's some science behind the art of complaining.

Who do I go to to complain about a company? ›

An ombudsman is a person who has been appointed to look into complaints about companies and organisations. Ombudsmen are independent, free and impartial – so they don't take sides. You should try and resolve your complaint with the organisation before you complain to an ombudsman.

How long does a company have to respond to a complaint? ›

In exceptional circumstances, you have up to 35 days, but you'll still need to respond within 15 days to tell the customer when you'll reply fully. You have up to 8 weeks to resolve all other complaints. The time you have to resolve a complaint starts from the date it is received anywhere in your business.

When should you escalate a customer complaint? ›

A rep should escalate a call when they no longer feel they can resolve a customer's issues. Since the customer is a vital part of any company or organization, difficult calls are escalated. A customer service rep should always treat the customer in a professional manner.

How do you express disappointment professionally sample? ›

For example, if you were turned down for a potential job, you could say something like, "I'm sorry to hear that you decided to go in a different direction. I was looking forward to the opportunity, so I'm disappointed in the decision to hire somebody else."

How do you start a formal complaint letter? ›

Formal complaint about [name of service provider]

say when this was [give the date or dates when the problem occurred]. My complaint is that [list what you think went wrong or wasn't done properly. Be as clear as you can. It can help to make it short and to the point].

How do you write a grievance letter for unfair treatment at work? ›

Basic rules
  1. keep your letter to the point. You need to give enough detail for your employer to be able to investigate your complaint properly. ...
  2. keep to the facts. ...
  3. never use abusive or offensive language. ...
  4. explain how you felt about the behaviour you are complaining about but don't use emotive language.

How do I speak to a live person with the BBB? ›

  1. (888) 240-8410.
  2. (916) 571-1310.

Why is customer service so hard to get into? ›

The increasing complexity in supply chains and products makes it hard for customer service agents to deliver and keep promises, or to spend enough time with each customer to come to an empathetic solution. And on top of it all, customers' expectations for their service experience are increased year-over-year.

What will be the first two sentences that you will say to a customer you are calling for the first time? ›

Answer with a professional tone

This introduction may sound something like this: “Hello, good (morning/ afternoon/ evening)! Thank you for contacting _____, my name is _____.” Continue by asking your customer how you can be of assistance. This will show them that you are happy and ready to initiate the call.

How do I get a live person? ›

TIPS FOR GETTING TO A HUMAN:
  1. Dial O, or try multiple zeros.
  2. You can add the # key or the * key before and after a 0.
  3. Dial multiples of other numbers 1111, 2222, 3333, 4444, etc.
  4. Being silent sometimes works (believe it or not some people still have rotary phones)
  5. Speak non-sensible phrases to confuse computer.

How do you get over hold fast? ›

5 Ways to Avoid Waiting on Hold
  1. 1) Take Your Problem to Twitter.
  2. 2) Pretend Like You Speak a Different Language.
  3. 3) Jump on Live Chat – It's Instant.
  4. 4) Get Customer Service to Call You.
  5. 5) Time Your Call.
14 Feb 2022

How do you speak professionally on the phone? ›

How to answer the phone professionally
  1. Answer by the third ring. It's courteous to pick up the phone promptly to avoid making callers wait. ...
  2. Offer a greeting. ...
  3. Speak with a smile. ...
  4. Be clear. ...
  5. Avoid slang. ...
  6. Be positive. ...
  7. Ask before you put someone on hold. ...
  8. Take messages accurately.

How do you request escalation? ›

Escalation means you bypass your direct contact by reaching out to their management in order to direct attention to a pressing issue. It's a way of saying: “Hey, we got a problem here that your team is responsible for. You're the boss, so please do something about it so that the project can continue!”.

On what circumstances will you escalate a call? ›

Call escalation, sometimes referred to as escalation call or supervisor escalation, is when a customer requests a senior representative to intervene and resolve their issue. Escalations can create a state of urgency requiring both human and procedural resources to be in place to deal with it.

What are examples of verbal de-escalation? ›

“No harm will come to you.” “I will help you regain control.” “I am here to help, not to hurt.” “This is a safe place.”

What are the steps that you took to resolve those issues? ›

Six step guide to help you solve problems
  • Step 1: Identify and define the problem. State the problem as clearly as possible. ...
  • Step 2: Generate possible solutions. ...
  • Step 3: Evaluate alternatives. ...
  • Step 4: Decide on a solution. ...
  • Step 5: Implement the solution. ...
  • Step 6: Evaluate the outcome.

What are five methods of resolving consumer complaints? ›

Take the time to listen and truly understand what is driving their concern.
  • Empathize. ...
  • Offer a Solution. ...
  • Execute the Solution. ...
  • Follow-Up.
7 Nov 2012

How do you handle customer complaints examples? ›

Complaints handling procedure
  1. Listen to the complaint. Thank the customer for bringing the matter to your attention. ...
  2. Record details of the complaint. ...
  3. Get all the facts. ...
  4. Discuss options for fixing the problem. ...
  5. Act quickly. ...
  6. Keep your promises. ...
  7. Follow up.

Why is it important to solve customer problems quickly? ›

People Equate Customer Service to Your Values

Being willing to quickly solve problems speaks significantly about the company's underlying values, morals, and ethics. When businesses don't respond promptly, people get ideas and start making assumptions, and they're never good.

What are the 4 P's of problem-solving? ›

As you can see the problem solving process is a cycle; prep, plan, perform and perfect. You must use your steps wisely and always focus on clearly fulfilling the problem with a solution.

What are the 4 stages of problem-solving? ›

Polya created his famous four-step process for problem solving, which is used all over to aid people in problem solving:
  • Step 1: Understand the problem.
  • Step 2: Devise a plan (translate).
  • Step 3: Carry out the plan (solve).
  • Step 4: Look back (check and interpret).
1 Jul 2011

Which department is responsible for customer complaints? ›

1 Sales /Quality Assurance and Other Functional Departments are responsible for addressing concerns/complaints.

What are the 2 types of complaints? ›

There are two types of complaints; misconduct and overcharging.

What is the most common customer complaint? ›

10 common customer complaints
  • Product doesn't meet expectations. ...
  • Preferred payment not accepted. ...
  • Long hold times. ...
  • Disinterested customer service. ...
  • Having to restate the issue. ...
  • Issue not resolved on first call. ...
  • Not following through on promises. ...
  • Lack of follow up after the issue is resolved.
5 May 2022

What should I say in a customer service complaint? ›

Here's the process we recommend when responding to customer complaints.
  • Listen to or read the customer's complaint. ...
  • Take a moment to process the criticism. ...
  • Determine what action you'll take to address the problem. ...
  • Thank the customer for their feedback. ...
  • Apologize and reiterate your understanding of the issue.
16 Aug 2021

How do you escalate a complaint? ›

How to escalate a customer complaint
  1. Complain without delay, preferably in person. When it comes to customer service, there's no time like the present. ...
  2. Research their complaints process. ...
  3. Give them a call. ...
  4. Leave a review. ...
  5. Take to social media. ...
  6. Consider escalating internally. ...
  7. Get the law on your side.

Do and don'ts in customer service? ›

Do:
  • Show empathy. In customer service, empathising is the best way to let your customers know that their concerns matter. ...
  • Practice clear communication. ...
  • Always follow up. ...
  • Be quick to respond. ...
  • Lose your cool. ...
  • Avoid accountability. ...
  • Make promises you can't keep. ...
  • Treat customers differently.
23 Jun 2021

How do you act faster to solve customer needs? ›

How to Solve for Customer Needs
  1. Offer consistent company-wide messaging. ...
  2. Provide instructions for easy adoption. ...
  3. Build feedback loops into every stage of the process. ...
  4. Nurture customer relationships. ...
  5. Solve for the right customer needs. ...
  6. Provide great customer service.
12 Jan 2022

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