How to Get What You Want When You Call Customer Service

No one likes to have to call customer service. However when it's necessary, there are things you can do to increase the probability that you will get what you want and be satisfied with the outcome of your call.

Difficulty: Moderately Easy

Instructions

Things You'll Need:

• pen and paper
• supporting materials like your invoice or credit card statement
• some time to spare
• patience

1. Go to www.gethuman.com to find out how to get to a human being directly when you call. Simply pressing "0" often doesn't work anymore since companies started catching on. That website is free and shows you how to get directly to a human being, bypassing automated telephone systems.

2. Even if you are angry, try to speak calmly. The person you're speaking with is just an employee - he or she did nothing wrong. Your customer service rep will be much more likely to do their best to help you if you're nice to them. Never ever curse or yell.

3. Make sure you know what you want when you call. Is your goal to express your frustration, or is there something that you want? If you say that you're upset, the person you're talking to will likely want to help but won't know what you want. Be clear about what you want from the customer service representative and ask for it.

4. If the customer service agent promises you something, make sure to get a name (and a case or reference number too if applicable). Write it down so that if you call again you can provide it to the person you speak with and avoid starting all over again.

5. Only ask to speak with a supervisor if it is clear that the person you are speaking with does not have the authority to give you what you want. Make sure they realize you don't blame them because they won't want to transfer you if they think you'll get them into trouble. Tell them that you appreciate their efforts, but that you think someone with greater authority is needed to address the issue.

Tips & Warnings

• Try to call at off-peak hours. Everyone calls during their lunch break and on weekends. If you have some flexibility at work, try taking lunch at an unusual time and call then.
• If you treat the customer service agent with respect, you are much more likely to get the results you want.
• If the customer service agent is being completely unreasonable, try calling back and speaking with someone else. There are bad apples at every company.
• If you disagree with a company policy and your request for an exception is denied, contact the Better Business Bureau.