How To Request Information on a Product or Service
When approaching a company, government agency or other organization for information about a product or service, a satisfactory answer often depends on the information we provide and the questions we ask.
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Instructions
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Get organized. Look at the information you already have at hand about the product or service. Write down the questions you want to ask or the problem you are trying to solve. Leave some space between each question or step of the problem so that you can write down the answers you receive. (This is especially important if you are comparing services or products by telephone; you cannot expect to remember everything you are told.)
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Be prepared to ask for information in the way the company or agency requests it. This may be as easy as a single direct phone call. It may, however, also involve waiting for customer service to take your call. Some companies ask that inquiries be submitted by email instead. Be prepared to spend some time getting the answers. Keep in mind that most companies and offices work very hard to provide good customer service.
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Make certain you provide all the information a company or agency needs to answer your questions. If you are shopping for a lawnmower, you need to know the square footage of your lawn or the overall size of your property. If you need household help, you must be specific about the tasks that need to be done. If you need to replace an instruction booklet for an appliance or electronic device, have the model number handy.
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Have an alternative prepared if you receive poor or incomplete information. If telephone customer service is poor, ask to speak with a supervisor. If emails go unanswered, consider snail mail. If you have asked for information in the form the company or agency requested without result, you are entitled to complain. Most companies maintain a public relations or customer relations department for just that reason. Government and other agencies are likely to provide access through the department or agency director's office. Your complaint will be handled more efficiently if you can explain how many times you called or how long you have waited for help.
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Be prepared for additional mail if you send an inquiry postcard, coupon or email form. Some companies share mailing lists, and if, for instance, you've asked about a rototiller, you may receive information from other companies about gardening magazines or tractors. Check general inquiry cards, catalogs and email sites for do-not-share checkoff blanks. This will slow the flow of junk mail and junk email.
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Use consumer protection resources if you receive poor information or requests for lots of personal information not pertaining to your problem (your vacuum cleaner still makes that funny noise irrespective of your general annual income, for example). Report requests like this to the Better Business Bureau or your area government consumer protection office.
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Tips & Warnings
Never give out personal financial information or your Social Security number over the telephone when inquiring about products or services.
