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Telefonieren auf Englisch - Reklamieren per Telefon

Schlagwörter: Telefonieren auf Englisch, Englisch Telefonieren, Englisch Telephoning, Englisch am Telefon, Telefon Englisch, Anruf Englisch, Anrufe Englisch,Reklamieren per Telefon

A myriad of things can go wrong when you purchase a product or service. Faulty technology is only the start. Perhaps parts are missing from equipment you you’ve purchased, rendering everything useless. Perhaps you’ve been billed an incorrect amount, goods have arrived damaged, or supplies have arrived too late to be useful.

The next step is making a complaint, but it’s not always easy to know which words to use.

You’re dealing with humans
Customer service personnel are not just humans, they’re humans who handle complaints all day. They’ve heard every complaint, and they’ve heard them delivered in every possible tone ranging from friendly to hostile. If you scan the Internet for blog entries and comments from people working in customer service, you’ll find that dealing with hostility is a large part of the job — and it’s the friendly, happy, respectful complainers that get the best attention and service. Here are a few good ways to start:

Hi, my name is Ute Bloch.
I’m calling from Verion Consulting. We recently bought one of your model 45 printers and we’ve been having some problems with it. Can you help me?
We just received an incorrect invoice from you. Could I speak with someone about getting it corrected?
Hi. This is Leon Bartels from Fix Bau. I recently spoke with one of your colleagues in customer service and we agreed on a resolution to a problem we’ve been having, but so far we haven’t received what was promised on your end. Could you help me track down the status of this open issue?


Get a human
More and more companies are investing in automated call-handling systems that — despite their promise of making customer service easier to obtain — make getting customer service more difficult. Nevertheless, if you need service, you have to speak with a human. In the past, it was usually possible to enter 0 to skip the automated response system’s menu and be routed directly to a person. This option often no longer exists, but it’s worth a try. If you’re getting frustrated with the automation, take these steps:

1.
At the top level of the menu system, ent er 0. If that doesn’t work, try 0#. Tr y these opt ions on all menu levels if necessar y.
2.
If 0 doesn’t seem to work, go back to the top level and start entering every number that wasn’t offered in the menu.
3.
Use the Internet to find a main telephone number for the business — not for customer service. Ask for someone by function: for example, ‘someone in bookkeeping’, ‘someone in product development’, or ‘someone in sales’. If you ask for someone in sales, you’ll always get put through. Refuse to allow yourself to be transferred to the customer service hotline if you’ve already been unsuccessful there. Instead, ask ‘Is there someone else who might be able to help?’
4.
Try calling the CEO’s office to complain. With larger companies, there’s a trick to this. If you say ‘I’d like to speak with the CEO’ or ‘I’d like to speak with Ms Mayer’, you probably won’t be put through. Instead, try ‘Ms Mayer’s office’ — without the usual English niceties.

A few tips
Feedback from people who have worked as customer service representatives has revealed these truths:

Never call up in the heat of the moment. Make sure your complaint is informed and educated, and that you’re fully confident. If something doesn’t work, be sure you’ve tried all of the troubleshooting tips in the manual and on the Internet.

I’m having trouble with the … I just bought. I’ve tried resolving the problem with the troubleshooting tips in the manual and on the Internet, but have come no further.

Avoid making demands. A demand is viewed as non-negotiable. The company is very likely to respond with a yes or no, and further negotiation will be impossible.
It is, however, acceptable to state your expectations:

Here’s what I’d like to see happen… I think … would be a fair resolution.

When you’ve reached an impasse
If you’ve come to a point where you feel you’re not making progress, there are two tricks that might get things going again. The first is to ask:

What would you do if you were in my situation?

This can put the customer service representative in ‘personal help’ mode.
The other trick is to ask to speak with someone else. Since call centre workers are sometimes ‘punished’ for escalating calls to their bosses, it’s best to ask to speak with someone else:

I can tell you’re doing everything to help me that’s within your procedures, but it doesn’t look like we’re making much progress. Is there another department that might be able to help me with this?

Call centre staff are usually measured by how many calls they handle in an hour. At the same time they are usually prohibited from hanging up on you. Use this in your favour to drag out the call length and increase your chance of getting results you can live with:

I’m still not satisfied, but I think it’s worth continuing our discussion to see if we can reach a solution that is acceptable to both sides. What about…?

Then make an alternate suggestion. This might sound aggressive, but the added time pressure sometimes works.
Last but not least, the EU will come to your rescue. The EU has passed a law that gives you a two-year, repair or replace guarantee on all goods sold in the EU. Know about your rights and use this information to your advantage during your negotiation.
Details are available at: http://www.eccnl. eu/page/en/themes/kopen-in-de-eu.

Schlagwörter: Telefonieren auf Englisch, Englisch Telefonieren, Englisch Telephoning, Englisch am Telefon, Telefon Englisch, Anruf Englisch, Anrufe Englisch,Reklamieren per Telefon

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