Exam Info

When You Can't Get a Problem Resolved

99% of problems can be resolved on the local level. If you are having a problem (I'm talking here about problems with an exam company) try, try, try to deal with your local manager.

Most people are not trying to cheat you, and they are not trying to do you wrong. Here are a couple of suggestions in those less than 1% cases where dealing locally just isn't working.

1. Don't make threats. Telling someone you're going to sue them, that you're going to quit doing any cases for them -- these kinds of statements just don't help to resolve a bad situation. It goes without saying that especially you never, ever make physical threats. If someone makes a physical threat, the one threatened likely will (and should) call in law enforcement, and this will make things very unpleasant for you.

2. Don't lose your temper. Speak calmly and rationally. If you are angry, wait until you are no longer angry. Don't raise your voice. Go on the assumption that the person you're calling is going to try and help you resolve your problem. They probably will.

3. Realize that the person you're dealing with has problems, too. Make it easy for them to deal with your problems. Easy means you are pleasant and kind to them personally.

4. Start off your conversation with something like, "Hi, I've got something I need help with. Can you help me?" Most people in these situations like to be helpful. Give them the chance.

5. Provide whatever documentation they need to resolve the situation. If you've already sent the documentation, say something like, "I think I've sent that, but I'll be glad to send it again, if you need it. Are you sure it's not there?" In such a situation, don't argue with the person if they say they don't have it. If they don't, they don't, and nothing is helped by telling them it's there in the office. It probably is, but just send it again.

6. When you've sent what they say they need, follow up a day later. I like to call folks, and say, "Hi, I'm just checking to see if you've got everything you needed." If they say they'll check on it, suggest that you can stay on the line if they want to check.

7. Here's the hard part, and it needs to be done before a problem comes into play. Try to find names and contact numbers for those above a local office, if there are any. (This would be regional managers, etc.) Don't contact these people until one of 2 things happen: the local office says they can't deal with a situation, and refuses to try any more, or they quit returning phone calls. If you have to deal with such regional management, I call them by saying this: "Hi, I'm John Doe, and I'm an examiner with your Smallville office, and I'm having a small problem we're having trouble resolving. Could you help me with this, or tell me someone who can?"

8. Once an issue is resolved, thank those who helped resolve it. Almost no one thinks about this, but people really appreciate it, and remember it.

9. Finally, if an office is a string of trouble, that's probably the time to quit doing work for them. I usually break things off in a friendly fashion by saying something like, "I'm made some changes in the way I do business, and I'm afraid I won't be able to do work for you folks for the time being." I only say this if an office is really a headache, and once I've made up my mind, I don't change that. But even under such circumstances, being friendly, kind -- but firm -- helps to keep this on a business and professional level. Which it is.

posted by Jim Huffman @ 7:56 AM