Tip #1 Be friendly
Greet them with a smile even if you are speaking with them over the phone. This is probably the most important advice I can give. I always greet the representative with a smile and introduce myself no matter how frustrated I may be. I try to be extra friendly especially when I know I am calling a call center. An experienced CSR (Customer Service Rep) has had their share of complaint calls so when someone calls that is overtly happy it can catch them by surprise and all of a sudden you stand out in the crowd.
Tip #2 Be polite
Please and thank you always helps. Remember, you want to get the company representative on your side. Now that you have their attention they are able you “hear” what you are saying. Do not treat the call center rep as if they created the policy of the business you are calling. Don’t just complain about the company policy, trust me they have heard it all before.
Tip #3 Use first names.
Usually agents are trained to give you there first name. Even if you suspect this is not their real name, use their name in conversation. Invite them to call you by your first name, it will help them let down their guard. This is a great time to ask them for a direct extension in case you get disconnected.
Tip #4 Ask for help (Don’t make demands).
Most people feel good when they help someone. Open the door to them by asking for it. I like to lead in to the conversation by saying something like, “I am having the toughest time, I hope you can help me solve my problem.”
Tip #5 Be realistic.
Don’t ask for double your money back. If you are looking for a refund sometimes you may need to settle for credit. Take the time to go through all the details of your situation. If you are trying to get out of the contract most companies have the upper hand, but if you are open to other options you might be pleasantly surprised if you avoid the “All or Nothing” approach.
Tip #6 If agent does need to transfer you, ask them to stay on the line. This will save time when you speak to the next employee, you will not need to explain as much to them. Additionally, this allows the agent to make sure they have the right person (department) on the line before they transfer you.
Give these ideas a try and you may be surprised by the response you get from the people you encounter.
How do you get better customer service?