Just today I had another reminder of how true it is not to take no for an answer! I was on the phone, trying to get a credit card refund for an item I HAD returned, and at first the customer service person on the line said, "No." Now I KNEW I had returned it, so I asked to talk to a supervisor, and when I did, I got my refund NO PROBLEM!
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When I worked for a major retail corporation, the mid level management would always encourage that store managers to resolve customer service issues themselves. They would say "If it gets to me, it's free", meaning that the farther up the chain you go, the better they take care of the customer's complaint. Even unjustified claims were decided in favor of the customer more often than not.
So, my advice is the same. If you are not getting your issue dealt with, ask to speak with a supervisor. Continue doing this until you have the issue resolved.
Jess
GOOD for you! Atta Way!! you're right, I think their training manual tells them to just say no on the first go-round.
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