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5 tricks to speedy customer service

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When a customer service agent told Kim Fernandez that a lifetime warranty on brass kitchen knobs covered only the functionality of the fixtures, not the finish (which on her fixtures started to peel), she e-mailed the company president.

"I sent him a note explaining what happened and how disappointed we were," she says. "An hour later, I got an e-mail back." By the following day, the company sent her enough new knobs "to do my kitchen twice over," she says.

The president's e-mail address might not be readily available online. Fernandez suggests finding the company's corporate or investor Web site and determining the e-mail formula from a press release. (Does the protocol involve using a first name or initial, a period or an underscore between first and last name, etc.?)


 

 

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