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Being persistant and pleasant works
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Posted by Noel [Email] (more from Noel) on Fri, 27 Mar 2009 09:18:47 Share Post by Email
In Reply to: Re: dealer unable to resolve problem. car under warranty., cryptical, Fri, 27 Mar 2009 07:19:32
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The customer service people are repositories for abuse. I sat in their chair for a couple months back when I worked for Volkswagen in the late '70s/early '80s. Too many telephone screamers.

I've never called Saab, but I'm good at complaining to hotels, airlines, stores whenever something really needs to be put right. I only bother for stuff that's worthwhile, and the trick is to always be really nice, reasonable, and polite. Engage the rep you talk to as an individual. If they get to thinking you're a nice person they are far more likely to help you out, escalate your issue up a level and try to find some kind of resolution. Sometimes you have to get past a real drone to a good person, and being reasonable doesn't always work, but you have to try.

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