How to Get More Out of Customer Service

Difficulty: Easy

Instructions

Things You'll Need:

Patience
Positive Attitude
Your research completed
Open mind to hear suggestions

Step 1

If you're calling in regarding a bill, the first thing you want to do before picking up the phone is review the bill thoroughly and your service profile section. This section usually breaks down exactly what you have for services and the price for them. If you're calling in for technical support, make sure that you have the make and model of the equipment you're calling about, and also try some basic troubleshooting steps. Make note of exactly what the issue is, when it started, where it started, and what happened with the equipment right before it started. Another good thing is to note what settings you've changed on it if any. This will help the rep narrow down your problem faster. Also if it is electronic, try simply removing the battery and resetting the device.
Step 2

Be prepared for hold times. Read a magazine or book, or complete a easy-to-do task you have on your to-do list. It will take your focus off of annoying hold music and advertisements and make the wait a little less frustrating.
Step 3

When you do reach a representative, no matter how long the hold, how frustrated or upset you are, (take a deep breath)remember they are the ones that are there to help you and are experts about what you're calling in for. Follow the Golden Rule- Treat others how you would like to be treated. The reps are human too. Most large companies go through extensive customer service training for their reps, and believe it or not, some even require a college degree!
Step 4

If you are calling in about a bill or don't understand your service, instead of guessing about the charges or services just tell them outright you'd like to go over your services with them because you're not sure of what services you're paying for. If one of them doesn't make sense, ask what it does specifically. By breaking down your services and prices for them, you may find you can cut some and save some cash, or ask if you're eligible for any new promotions that could save you money.

When calling in for technical support, let the rep know what kind of device or equipment you have (make and model) and explain what in great detail the issue you're having. Go over the steps you've taken to troubleshoot, and then ask what other suggestions they have. By giving them as much detail as possible, you won't waste as much time re-doing all of the things you've tried already to make your device work. *Note some companies will have their reps repeat the steps anyway, but just take a deep breath again, and all will be well.
Step 5

Once you've gone over your services and completed your troubleshooting, ask questions, make sure you ask the rep to explain what your next bill will look like, what changes you will expect to see on your next bill and in your services. Have the rep go over everything you talked about to ensure that everything is correct. For tech help, make sure the rep stays on the line with you while you test your equipment or device to save you from a call back if it doesn't work.
Step 6

Referring back to Step 3 and the golden rule, now that you've gotten your issue straightened out kill the rep with kindness. Let them know how much you love the company/service/equipment. It shows loyalty to the company and don't be afraid to mention how long you've been using their service/equipment. This often prompts a rep to look at your account history and offer promotions or other options for you to save money. If there was a billing mistake on the company's end, try to be as understanding as possible but make sure that they correct it before you get off the phone. Ask for a confirmation number or email to be sent to you to validate your conversation. Be careful when asking for good will credits though. They realize your time and inconvenience is valuable so without demanding it or being upset, ask if there's any type of offer they can give you (even if it's a small dollar amount or lower priced free-service, it's something).If you've already killed them with kindness, shown your loyalty, and had a good experience with the rep, this usually is very easy to accompish.
Step 7

Finally, thank them for their time and prompt attention to your issue. If the situation requires a follow up, ask for their name and extension, and when to expect to hear back from them. Or if you were really happy with the rep let them know you'd like to be able to contact them again since they were effecient, kind, and resolved the issue in a timely fashion. Not only have they helped you out, by doing so you've made their day. In the end, you're problems will have been solved, and more than likely you've received additional savings or credits on your service!

Comments

diamonraine said

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on 8/1/2009 Wow so much stuff I didn't know. Thanks for the help. Keep up the good work.

firefighter559 said

on 8/1/2009 Thanks for the info! I will have to remember this next time I call for assistance!

magnette said

on 7/31/2009 Well written, this will give something to think about to all of us really when we call a customer service with an issue upset. Very good suggestions!

hoddi said

on 7/31/2009 What a wonderful article. Very well written and very important advice. Sounds like the writer of this article is very experienced in cusotmer service.