Frid
ue she ran into at her Walmart while redeeming coupons. According to the back story she (Kayla) was in the right when compared to the posted Walmart coupon policy.
She asked for some direction in getting the issue resolved. I shared a link and phone number and here's what happened:
Kayla Culwell I followed the link you gave me for Walmart and just received a call from the Assistant manager at my Walmart! They respond quickly! He said if I ever have problems again to ask for him and he will make sure that every thing is legit and do all that he can to make sure that the coupons are accepted as long as they follow Walmart's coupon policy. He was very nice and apologetic about it, and assured me that they do not want to lose my business so will do everything they can accommodate my coupons. I did forget to ask about the "one coupon per purchase" thing though. I don't do well on the phone and it surprised me when they called. But I wanted to say thank you so much for pointing me in the right direction to get this cleared up! It gives me hope! :)
I say all that to say this --
IT IS EXTREMELY IMPORTANT TO GET THE NAME OF THE CUSTOMER SERVICE REP YOU SPEAK TO ON THE PHONE.
This includes retail issues, bills, payment arrangements, coupon redemption questions, returning a product questions etc.
Why you should get the name:
1. To protect yourself --
You never know when the offer or information the person told you on the phone is going to be different once you get to the store.
2. Late fee or disconnect charges ---
If you are making a payment arrangement you need to get the person's name that creates the arrangement for you in their 'system' on your account. Human error will occur. If you have a rep name or id number and the date and time you called, you are one step closer to getting the situation corrected.
3. Representatives will often give fake names -- I
n some cases it's for protection. Ask for their call back number, their supervisor's number or any other identifying information, 'just in case' there's a problem.
4. Just because a representative approves an exception to one of the store rules, doesn't mean it will actually happen.
If you're asking about redeeming a coupon or
asking the store to make an exception you'll definitely need the associate's name that agreed to it. (I prefer the manager.)
5. First line of defense when negotiating -
If you had the forethought to write down the name, date and time of the actual call and for some reason your call wasn't recorded for quality assurance, you have a great line of defense for arguing your case if need be.
This also applies to offers. For example one associate offers you a deal that's awesome but you can't take advantage of it at that point, however they say you can call back to get it. You call back and get another associate that knows nothing of the deal or rate. That's when you say you spoke to __________ and they offered me the rate of _________. Can I speak to them or can you offer me the same deal?
Share your tips, reasons or examples how getting the name of an associate has been helpful or not....