Service Untitled

Credit cards are an important way of life for most Americans. According to CreditCards.com, the average consumer has nearly $16,000 in credit card debt, and the average interest rates of credit cards range from 10.37% for those with excellent credit to 28% for instant approval credit cards. So are there different levels of service for credit card customers depending on one’s credit and past financial history?

For a consumer who has been involved in a bankruptcy, has judgments or poor credit based upon late or skipped payments, interest rates are always higher, but poor customer service should not go hand in hand with poor credit. Many people in dire financial predicaments have been unfortunate victims of a stressed economy, catastrophic medical emergencies, or divorce, but are now looking to obtain the tools to once again demonstrate their strong financial responsibilities.

Bad credit comes with high fees and interest rates, but as a consumer works their way up into a more acceptable credit score, the perks get better, and the fees get lower. Where it is dubious for someone with a secured credit card based on high fees and  money needed in an account to expect the same level of customer service one receives from the American Express Gold or Platinum cards, it certainly is a reasonable expectation to receive fair and timely service for all credit cards. Unfortunately some credit card companies rate the effectiveness of their customer service representatives by how quickly they can get the consumer off the phone, and then onto the next.

Need to know how to maneuver your way around customer service departments of credit card companies to get satisfactory service? Here are some suggestions:

• Stay calm. For the more credit challenged consumers, often the customer service departments have been outsourced to another country. No matter while the recording states, “Your business is very important to us, and please don’t hang up, but all of our service representatives are busy at this time,” wait time can be very frustrating and tends to escalate tempers. Customers who are nasty to representatives tend to receive less service and less consideration. In fact, don’t be surprised if a customer service representative hangs up on you if you become hostile and rude.  So take a deep breath, and start the conversation with, ” I know this isn’t your fault ____, but these charges don’t seem fair. Could you help me with this problem?” Say the person by name, and stay professional. Once the representative sees that you are not attacking her personally, you’re apt to get more time and attention.
• Perhaps you forgot to make a payment last month, and the credit card company hit you with a late fee? Again, remain calm, but instead of acting insulted that the company had the audacity to charge you with a late fee because you have never been late before and sometimes even the most organized people forget a payment, turn it around and explain to the agent what happened. Then ask the service representative to look at your credit record, and ask if there is something that could be done about the problem.
• Looking to lower your APR or have a fee waived? Ask the representative to review your credit history and explain how much it has improved in the last six months to one year. Credit card companies are forgiving if they see strong and consistent efforts to rebuild credit.
• Not getting anywhere with a customer service agent? Sometimes new agents do not have the authority to waive fees or increase credit lines.  If you find yourself getting frustrated, thank the agent, hang up, and call again. You might get another agent who has more clout and who is more sympathetic. If that still doesn’t work, ask for a supervisor. Keep going up the ladder; you may get a different answer. For those consumers who have trouble staying calm amid these often frustrating “hoops and loops,” why not use the chat digital online services? Conversations can be kept civil and professional, and there is little chance of losing one’s temper.
• Keep accurate records. Make sure you keep dates, names, and a record of specific conversations.
• And when all else fails, take to social media in such forms as Facebook, Twitter, or the organization’s blogs, but stay calm and professional. Someone is sure to answer.

Fortunately there are many credit card companies which strive to deliver excellent customer service. Just remember, you “attract more bees with honey than with vinegar.”

Not many of us look forward to visiting the dentist, but it bears witness that those who ignore their teeth, eventually their teeth go away. Of course notwithstanding anything to the contrary, dentists along with their expertise to keep our smiles shining, should also prescribe to the ultimate quest of customer service no matter how advanced their dental education may have been.

So what qualities should a dental office present? After all patients are customers and therefore should be appreciated and valued. During the last few weeks I’ve had some complicated dental work completed because of a bicycle accident some years back, and have had the perfect opportunity to assess what makes positive experiences. These customer service principles carry forward to all professions; going that extra mile to deliver that extra service makes all the difference to a customer or to a patient.

Aside from an attractive waiting room, which is the accepted standard of the dental trade, having a friendly staff is compulsory. Remember the days of the opaque windows when a receptionist would slide it open and read the clipboard after a patient checked in? That’s pretty much unacceptable today, although some offices still abide by that antiquated and perhaps rude introduction. From surgeons to CEOs, getting out from the exam room and being seen raises the bar of confidence with patients and customers alike. The open atmosphere gives the dentist the opportunity to see how patients are being treated and how employees are interacting.

The soft colors and the background music continue the gentle ambiance, but it becomes the employees and the talented staff who help to solve problems. Successful dentists count on their staff to listen to their patients. Staff who are empowered to solve problems and work closely with patients can make an unpleasant experience tolerable. Add that to a dentist who listens to his staff and takes feedback for future improvement, shows his commitment to providing an exceptional experience.

So what did I learn from my experience at Etheredge and Schry Dentistry in Palm Beach Gardens about customer service? I found out that calling the office and speaking to Jennifer because I was unhappy with my temporary crown did not resonate against deaf ears. Instead I was told to come right into the office, and she would make sure I saw Dr. Etheredge. I found out that a reliable dentist takes time, even with short notice to make adjustments because his patient was going out of town. I found out that exceptional customer service is done by those who genuinely love what they do, and engage their patients as well as their staff with a genuine concern in their voices.

And best of all I learned that reliable, consistent and competent professionals help to make smiles brighter.