Things You'll Need:
- Patience
- Time
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Step 1
Be clear about what you need from the overseas customer service representative. Often the foreign representative sticks to a script to address your needs and will not interpret what you are trying to say, especially if you are caught up in rattling on about your problem. People tend to tell the whole story and include details that are irrelevant and make it difficult for the overseas customer service representative to understand the main point. Be direct and specific, "I need three things from you today. 1...2...3..."
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Step 2
Ask the overseas customer service representative how they will address your needs. You can also ask them if they understand what it is you are asking for and to please reiterate and repeat the issues back to you. Ask for specific actions they will take for each concern you have. Make sure you go through each issue one at a time and repeat what it is you need or want.
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Step 3
Ask for the manager of the overseas customer service representative if you feel yourself starting to get angry or frustrated. Once the supervisor is on the line use the same process of outlining your concerns and asking how they will handle them. The manager of the foreign customer service department will often be able to better understand what your concern is without sticking to a pre-written script.
Comments
shirtour said
on 9/29/2009 Every American company using overseas operators must
transfer you to an American rep. when you say
" I want to speak to a representative in America ".
( Don't take no for an answer on this.)
This was confirmed by the American rep.I spoke to that they must transfer you after that request. I've tried it on a half a dozen major companies including cable, bank, phone and mortgage companies. It works every time and I actually get my issues taken care of.
soanyway said
on 4/4/2009 I'm sorry but when I have to ask them 3 times "excuse me what did you say?", I lose my patience! Good article though! :)