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No one calls a customer service line because they’re having a great day and to give rave reviews about a product or service. You probably CAN do this, but honestly, if you’re calling, someone, somewhere messed up.
It’s common to dread the process–most people don’t know the art of it. You might go into it with the mindset of “me against them.” This couldn’t be more opposite of what you should do.
Keep reading to learn how to call customer service, get what you want (most of the time,) and move on with your day.
How to Call Customer Service: Be Nice
You’ve heard the old adage about catching more bees with honey. It is applicable in almost every facet of life, but probably more so in dealing with customer service.
When calling customer service, being kind to the person on the other end will go a long way. Think about how many angry people they get to deal with every single day. And these issues aren’t technically any fault of their own.
Sometimes it’s easy to get carried away on the phone and say things you shouldn’t because you’re not looking directly at the person. Get out of that mentality.
Treat that representative as if they’re on your team. Acting as if you both will fix the situation together will make them more likely to help you.
Don’t Stress Over Being Transferred
If your agent seems like they’re not doing much and then they transfer you, keep your cool. The thing is, they may not be able to do much.
Transferring you escalates your call to the person above them. This person is more than likely able to make certain decisions pertaining to cases similar to yours.
On the other side of this, if your agent is being rude, ask for a new one. This prevents you from getting too upset with him and the next person you talk to.
Also, if you are transferred or have to call back, be sure to get the name of every person you speak with, as well as a ticket number. Cell phones disconnect and less than personable agents can put you on hold forever. It’s helpful to have both pieces of information when you call back.
No Such Thing as Too Prepared
There are many metaphors about being prepared and probably more about the aggravation that comes from lack of preparation. There’s a reason: it makes life easier.
When you get on the phone with a customer service agent and don’t have your account ID, tracking number, or other valuable pieces of information, it irritates them. Who cares if you aggravate a representative? You should.
Aside from helping them do their jobs, they can quickly see all related information. This includes dates of purchase, warranties, or even payment histories.
Before calling customer service, it is wise to come up with a short description of what’s going on or what the issue is. Don’t get bogged down in details, a quick explanation is the only thing necessary.
Obviously, you’ve already tried troubleshooting your problem. By documenting what you’ve tried, you’re more likely to find the person that can help you.
Pushing Past the Prompts
Unless you are calling a smaller local business, you are probably going to hear automated prompts when you first call. You know–“press 1 for sales, press 2 for payments.”
It is terribly annoying when you KNOW speaking to a human can solve your problem faster. Even if you have the patience of a saint, you will get aggravated if that call disconnects and you have to go through the silly button pressing spiel again.
So, to avoid this, write down each one you go through. You won’t have to listen to the list of directions again, saving you time and annoyance (which will make you nicer to your representative.)
And if you don’t have that kind of patience, you can always try pressing 0 or saying “representative,” “customer service,” or just speaking gibberish. Eventually, you’ll get connected to a real, live, human.
Lastly, if you are having a hard time finding the right number to call or deciding which prompt to follow, there are websites that tell you exactly what to do. These sites tell you which prompts to follow, and even if there are specific numbers for specific problems.
Other Options to Explore
You’re probably fed up and ready to get off the phone. That’s okay, it’s probably better if you do. Most companies will offer email or chat options to help solve your problem.
This is great because it takes the stress off of you, and you have written documentation of everything that is said.
Some people have fantastic luck with this last tactic: threaten to terminate services.
Although you probably know you won’t, the business doesn’t know that. It costs a lot more money to gain a new customer than to keep a current one, and that’s not a risk they’re willing to take.
Getting What You Want
If you’ve ever noticed that many customer service lines shut down at a certain time and wonder why you’re not alone. Call centers are costly to operate so they’re generally open only during business hours.
Hopefully, the business you’re calling has well-trained customer service agents. And hopefully, you have a human answer on the first ring or reach one quickly.
There’s really no reason for a business to not have a friendly voice answering the phone with the availability of phone answering services. Here is more info to learn about why these are cost-effective and keep customers like you happy.
You might consider whether a business offers these solutions in the future before dealing with them. Of course, it makes it easier for you, but it also allows for a better relationship with that business.
In the end, most people will stand by just being nice. Don’t be a pushover, but realize the person on the other end is just like you. This can’t be stressed enough because it will get you what you want.
Truly learning how to call customer service is simple. Use common sense and the golden rule. If it all goes south, take it to social media. And in the event of something seriously unjust happening, contact us.