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7 ways to get your way on customer service calls

I've sat on both sides of the customer service line -- taking abuse from callers and getting angry at unmotivated CS reps too. Here are some lessons I've learned.

By MSN Money Partner Apr 1, 2014 2:05PM

This post comes from Kentin Waits at partner site Money Talks News.


Money Talks News on MSN MoneyWe've all had that sinking feeling that comes with the realization that a customer service call is inevitable. The printer stops working, the laptop flickers with the blue screen of death, or the cellphone company sneaks a new cryptic fee onto your bill.


Woman with mobile phone and credit card, smiling © Pando Hall, PhotographerThese are all foreboding circumstances that gird us to begin the long descent into Dante's Fifth Circle of Hell (anger) -- making the dreaded call to a nameless, faceless and likely outsourced customer service department.


Does it sound like I'm inclined to exaggeration or being unfair? Maybe so. But I've sat on both sides of that customer service line and I'm intimately familiar with unmotivated CS reps, language barriers, and quick-to-rage callers. I've had to calm down customers who seemed not only ready, but entirely able to climb through the phone line to strangle me. And, as a caller, I've had to be calmed down a time or two, as well.


But with a bit of planning, some Zen-like preparation, and a few basic ground rules, a customer service call can be -- if certainly not the highlight of your day -- at least sufferable and productive. Here are seven strategies that can stack the odds in your favor:


1. Collect yourself

Before you ever pick up the phone, take a moment to clarify what the problem is and what you want to get from the call. Do you want someone to explain a charge on your gas bill? Help you troubleshoot an issue with your smartphone? Or, if this is just the latest in a long string of issues, do you want to speak with a decision maker who can replace an item or get to the bottom of a persistent problem?


Take five minutes to cool down before those lightning-fast fingers start dialing, and you'll likely get a lot more out of the call.


2. Be nice (or fake it)

Though it might be difficult to see through the blue flame of your indignation, customer service reps are people too. And though they typically have no responsibility for causing the problem you’re calling about, they often have the power to solve it.


A kind greeting, a civil tone, using the rep's name, and thanking them for their help can go miles toward shaping a successful outcome. If you just can't muster genuine civility, channel your inner performer and fake it.


3. Bottom-line it

CS reps are often evaluated on how many calls they take within a finite period, how closely they follow the company's call script, and how well callers' issues are resolved. Remember that reps have an interest in tending to your issue, but they're also mindful of their time. Avoid long diatribes and drawn-out explanations; get to the point and then get focused on the solution.


4. Suggest a solution

Reps are not mind readers (thank goodness!). After you outline the issue, it helps to offer a potential solution when appropriate. State your goal clearly and concisely. Do you want that late fee waived since a snowstorm slowed mail delivery? Is a credit on your cable bill warranted because service was out for three days?


Is your request fair and reasonable based on the situation? What's your ideal resolution and what would you settle for?


5. Demonstrate your value as a customer

Sometimes it's important to sell yourself and defend your value as a loyal customer. If the occasion called for it, I wouldn't hesitate to remind my cellphone company that I've been a customer for nine years and have never made a late payment.

Sure, it may not work 100 percent of the time -- and I'm certain my photo doesn't grace any break room walls with the caption "Best Customer Ever" -- but at least I'm giving the person on the other end of the line a reason to pay a bit more attention to my request.


6. Don't hyperventilate. Escalate.

Sometimes calmly escalating an issue is necessary if we encounter an inexperienced customer service rep or don't feel like we’re being heard or understood.


When these situations happen, politely ask to speak with a supervisor or someone who has decision-making authority.


Remember, escalation doesn't have to mean confrontation. A phrase such as "I appreciate your time, but feel like it might be more constructive for me to speak with a supervisor" can usually get the job done with minimal awkwardness.


Though the "supervisor" you're transferred to may often be just another rep who's drawn the short straw to take problem calls, another set of ears can help. If it doesn't, ask to receive a call back from a manager who can work through higher-level issues.


7. Quickly recap and document

Wrapping up the call by restating the issue, the solution, and the timing can help avoid confusion and the need for more calls later. If the rep doesn’t recap, take a moment to restate the gist of the call and the agreed-upon next steps yourself.


And while you're at it, log a few quick notes to document the conversation. Specify whom you spoke with (by name or employee number), the date, and pertinent facts, etc. If the issue lingers, you’ll have all the essential information at your fingertips for follow-up.


I'd sound like a Pollyanna if I suggested that customer service calls weren't often maddening experiences. But approaching them in a spirit of collaboration can make all the difference in the world. Take a moment to prep, set aside frustration, and identify what you'd really like to accomplish. It just might help you get what you want.


What's helped you to have more productive customer service calls?


More on Money Talks News:

15Comments
Apr 1, 2014 7:22PM
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I don't yell and scream at customer service reps, because I know they're just trying to do a job. I am, however, an uncompromising a**. I state my side and I don't waiver, until I get what I want. The only time I'm completely rude upfront, is when I get an over-seas call center rep. I flat-out state that I want a customer service rep located in the US. If there isn't one, then I state that I want a contact number/name for the administrative offices in the US. Trying to resolve a problem and get past the language barrier while the rep is focused on reading his/her customer issue resolution script is just too much of a hassle.
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"Ask to receive a call back from a manager" - right, Kentin! Like anyone will ever call back!
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I normally just tell them " the call may be recorded on this end also for any purposes I deem appropriate" and they will normally transfer you directly to a supervisor.
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Why yell and scream at the Rep. They didn't create the problem, but are willing to try to solve the problem.
May 2, 2014 9:40AM
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If it's Comcast you're trying to communicate an issue to,  just save yourself the trouble and give up.
May 2, 2014 11:17AM
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Unfortunately, we live in a "do-it-yourself" society in which service is the exception, rather than the norm.  Just this week a major hospital in Washington, DC advised me they had no record of the bloodwork they performed TWICE, which was necessary before I could have an MRI and CT.


Then, it got worse.  I have called one of the nation's largest banks four times, without success, to set up an account for me and my wife after my mother-in-law died and left the assets in her account to my wife and my brother-in-law.  The first time, the customer rep stated that my wife's presence on the phone was required and that he could not set up an account without her.  Since the notice the bank sent said we could call 24 hours a day, both of us called again last evening at 9PM.  A representative answered, but said no one was there who could assist and that we should call between 7AM and 8PM.  We called this morning at 7:55 AM and were advised the bank was closed.  Finally, we called at 8:05 AM and were connected to a representative.  Unfortunately he could not assist because he needed my late mother-in-law's information.  The bank had sent a notice with a reference number and the last four numbers of my mother-in-law's account number.  All of this plus my mother-in-law's name were not sufficient for the bank to retrieve the necessary information.  The rep said we need my mother-in-law's full account number plus her Social Security number. We will try a fifth time this evening, but I expect more of a run around.  The sixth time will be a letter written to the chairman of the bank. All of the above despite being extremely pleasant to all of the reps involved.

May 2, 2014 5:43PM
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I too, have been on both sides of this one, and work as a manager in a call center during the Christmas season.

Being polite, calm, respectful and reasonable will actually get you better service than being a jerk will. I know that when you're frustrated it's easier to act the part of jerk than listener.

But stopping to listen to what options are available to resolve the situation or what requirements are necessary to achieve the outcome you are looking for is productive instead of destructive.

When you start out, right away, with rude and aggressive behavior, CSR's feel much less motivated to help you.

If you've gotten your way by being mean and aggressive over 30 minutes or more of your time, you might want to pause to consider how much faster it might have been to "get your way" by being calm and listening....."more flies with honey, than with vinegar", and that sort of thing

May 2, 2014 12:19PM
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so, there is a good chance, when asking to speak to a supervisor, that you getting just another CS rep?

Well, that's LYING. I dont deal with liars, with a kind word.


May 2, 2014 11:10AM
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Chase Visa, customer for many years, American Express, customer for many years, Wells Fargo, customer for many years, Cox Communications (32) years, Bank of America, customer for many years, Verizon, customer for many years and many other companies. Are there ever any 'issues'? Of course however the first thing is they mention how long we have been a customer and how fast we pay our bills. On the rare times we have to call, we never have a problem resolving the issue with no raising of voice and saying thank you for their help.
May 2, 2014 9:50AM
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I'm 6foot four, believe me I get my way...
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