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Steps to finally reach those in charge…

Have you felt that you cannot go through to a company? Are they having issues taking calls, emails, or chats? Do you feel a need to escalate your customer-related issue but cannot make contact with management?

Most companies do not prepare their staffing to deal with a high number of calls, and as a result of this, it could be challenging to reach a live person for support. For this reason, we would like to share some insight that may help you reach out to a company for support. Use it sparingly; it will make a difference in your experience.

Here is a strategy that will save you time and help you avoid headaches:

1.      Read the About Us page of the company that you’re trying to reach
2.      Determine what channels of communication are open
3.      Make a list of the dates and times you have used to make contact, and, more importantly, note the names of customer service agents.
4.      Does the company you’re trying to reach have any affiliation with other companies or affiliates?
5.      Is the company you’re trying to reach present on social media? If so, you might be able to reach out to those who should be able to help.

6.     Critical tip: If a company is listed on LinkedIn, go to the company directory to make direct contact with management

7.      Select a manager or supervisor and make direct contact; they should get an email notification even if they don’t check their LinkedIn account. If the company does not have LinkedIn, then be sure to use the company’s email instead.
8.      Write a clear and respectful summary of all your contacts, the dates and times, and the names of the customer service representatives you have been in contact with.
9.      Send a message or email to the manager or supervisor with your completed summary to present your case and the expected outcome of what you need.
10.   Wait for a response within 1-3 business days; send a follow-up message if no answer is received.

To summarize, the most significant action you can take to make contact with a company’s management team finally is to make a list of all the contacts you have had with their CSR, along with the dates. This will show a history that cannot be denied, and more importantly, if a company truly cares about customer service, it will try to do everything in its power not ever to look the other way, knowing that there’s a solid social media presence that destroys their company’s future. Never hold back on recording everything you say because this can be beneficial if you remain respectful. Never become abusive because no company will want any of their employees (mainly CSR) to ensure verbal attacks.

Once you finally contact management, you can present your case and share the history of trying to reach their company so that they can take action. You might be surprised as to what companies are willing to do to stay true to their customer service goals.

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