Live Chats: How To Cover Your Butt

All the department stores and many e-tailers offer live chat for customer service.  The major complaint that I've been hearing about live chats is that CS provides incorrect information.  So when you follow up with another live chat, the new CS blames you, the shopper, for misreading/misunderstanding the previous CS.  Or they simply deny that the previous CS made an error or that it's not store policy.  Basically, you're stuck and it sucks.  CS from live chat are notoriously poorly trained and unknowledgeable.  What can you do to cover your butt?  Try the following:

• Some live chats allow you to either print or e-mail the chat transcript.  If the option is there, do it!!  If the option is not there, do a screen capture of the chat transcript.  Make sure that you end the live chat AFTER you print, e-mail, or do a screen capture.  Otherwise, you may lose your live chat connection (and access to your chat transcript).  It's always easier to argue your case when you have written proof of a live chat with an inept CS.
• If your previous live chat didn't go so well, call CS and ask to speak to a supervisor.  They are authorized (and are usually more willing) to do more for you.  Don't forget to get the full name of every CS that you speak with, a direct telephone number (if they have one), the date and the time of the call and their responses (or lack thereof?).  Remember:  you capture more flies with honey than vinegar.
• If you live near the store, it may be time for a visit if live chats and CS calls have failed.  Don't forget to bring your chat transcript printouts and CS call logs.  Don't bother with a regular sales associate.  If you're at this point, you need to talk directly to a supervisor or manager.

I hope this helps!  You're spending hard earned $, don't allow yourself to get treated to a runaround or end up eating someone else's costly mistake.