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beb86
Posts: 1,117
Registered: ‎10-31-2011
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Re: Do They Mind When You Go In The Back Door?


4us- wrote:

SwiftTone wrote:

Sometimes they are a little taken back with the reaction "how did you get this number" or "why are you calling me" attitude at first. But after explaining my situation, they usually understand why I am calling them. I am still a little nervous when calling so I try to solve the issue through the regular channel first.

 

PS: funny title...


:smileyvery-happy:


Bahahaha

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TheConductor
Posts: 492
Registered: ‎07-24-2012
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Re: Do They Mind When You Go In The Back Door?

+1 Shogun.  If they didn't want you calling those people, they'd change the number and notify only the people they want  to have it of the new number.

 

Many companies that are smart about the way they run their company recognize that it's a good thing for a certain percentage of these issues to enter the system higher up the chain.  That enables the upper echelons of the company to "take the pulse" of how things are going with their customer relations.

 

As someone who has cold-called CEOs for his day job, I will say that while they don't mind getting calls in the executive offices, you can make the situation better for all parties involved and often get a better outcome for yourself by planning ahead. When you know exactly what you want to say, the points you want to convey and the result you want to get, you can keep the call short and sweet and use a minimum of the valuable time of whoever you're speaking to.

 

Respect, courtesy, and efficiency will take you much further on these backdoor numbers than a sense of entitlement will.  For example, if you're calling up a credit analyst for a recon, have copies of your credit reports in front of you and be prepared to discuss what's in them. Present your evidence and make a well-reasoned request for what you want.  Requests, even strong, firm requests, meet a lot less resistance than demands.

 

Ultimately, the best thing you can do is remember that it's a relationship. Companies that really "get" customer service treat their customers as if it's a long-term relationship, and as a customer you can get a lot of mileage out of treating companies the same way - even the companies with terrible customer service.

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masscredit
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Registered: ‎07-17-2012
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Re: Do They Mind When You Go In The Back Door?

+1! Very good suggestions and explaination! 

 


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CruzImperial
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Registered: ‎07-04-2012
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Re: Do They Mind When You Go In The Back Door?

I've never had any problems inquiring back there. Remember they are getting paid for it.

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isoldmyatlas
Posts: 341
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Re: Do They Mind When You Go In The Back Door?

Where's LS with the popcorn GIF??! :smileylol:


CruzImperial wrote:

I've never had any problems inquiring back there. Remember they are getting paid for it.


 

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masscredit
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Re: Do They Mind When You Go In The Back Door?

Some people probably look at the subject then check to see what forum they're on! :smileyhappy:


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shadow2k
Posts: 108
Registered: ‎01-04-2008
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Re: Do They Mind When You Go In The Back Door?

[ Edited ]

TheConductor wrote:

 When you know exactly what you want to say, the points you want to convey and the result you want to get, you can keep the call short and sweet and use a minimum of the valuable time of whoever you're speaking to.

 

Respect, courtesy, and efficiency will take you much further on these backdoor numbers than a sense of entitlement will. 


This.  

 

I'm not a CEO or anything, and don't work for any bank.  But I do work in an industry where customers like to try and escalate things a lot.  Being management, I get my fair share of calls that weren't channeled through the normal avenues.  If you follow the points above, I'll do what I can.  If you just think you're special and shouldn't have to call regular CSR's, you're not likely to get anywhere with me.  I can bend rules, I can break em...or I can pretend as if they're etched in stone.  Your attitude is the largest determining factor in this. 

 

These points pretty much should be followed on any call to any CSR, for any reason.  Be nice and respectful, and don't waste their time.  They'll be far more likely to respond in kind.

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webhopper
Posts: 7,230
Registered: ‎09-16-2011
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Re: Do They Mind When You Go In The Back Door?


CruzImperial wrote:

I've never had any problems inquiring back there. Remember they are getting paid for it.


 

Omg lmao. I could include a not so nice response but I will not :smileywink:

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LS2982
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Re: Do They Mind When You Go In The Back Door?




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isoldmyatlas
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Re: Do They Mind When You Go In The Back Door?


LS2982 wrote:


:smileylol:

 

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