How To Outsmart Customer Service

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When you talk to a service rep, you can't always get what you want. ... Unless you follow these tips.

To complete this How-To you will need:

A pen and paper
Information for the call
A speaker phone or headset
Patience
Even temper
A computer with internet access (optional)

Step 1: Prepare

Prepare for the call by gathering all the information you need, like account numbers, receipts, and statements. Write out a list of issues so you can explain them concisely, and keep a pen and pad handy. Consider using a headset or speakerphone to reduce neck strain during the call.

Step 2: Get a person

Get a person on the line by following the prompts. In most cases, saying "agent," "operator," or "representative" will transfer you to a live person. No matter what your issue is, always opt to speak with an actual person.

Tip: Type "bypass IVR" into a search engine to learn tips and tricks to speed through automated phone systems.

Step 3: Use positive reinforcement

Once a person is on the line, use positive reinforcement. Start with a small complaint; once they've resolved that, tell them you're so pleased with their service you'd like to write a positive review. Write down contact information for them and their supervisor, and then move on to addressing the larger issue.

Step 4: Ask for a supervisor

Politely and directly explain your issue several times. If you're still getting nowhere, ask to speak to a supervisor and explain the problem to them.

Tip: Use the service rep's name a few times in the conversation to show you're paying attention and view them as a person, not an enemy.

Step 5: Run out the clock

If the service rep insists there's no need to talk to a supervisor, keep them on the line as long as possible. Because call centers try to maintain a high call per hour volume, a supervisor may see the call has lasted too long and take it over to find a solution to your problem and get you off the line.

Step 6: Hang up and try again

Hang up and try again. A different representative or supervisor may be more responsive to your request, especially if you mention that you just called and got no help.

Tip: Don't threaten to take your business elsewhere. Instead, focus on your loyalty and customer history.

Step 7: Keep moving up

If you're still not satisfied, ask to speak to the supervisor's boss, taking care to remain calm and collected -- and cordial -- if you can. If that doesn't work, get an e-mail address or phone number for the company's corporate office, where you can air your grievance with someone who is more concerned with customer retention than calls per hour.

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Category:

Howto & Style

Tags:

• HotHowTos
• customer
• service
• talk
• telephone
• outsmart
• call
• relationship
• fast
• improve

[gnarkill1524]

wow i can cut an apple with a playing card and this guy cant even cut one with a dull knife. what a noob!

[iankravitz]

Here's what I do:

1. Do internet search for the CEO's name, and address of the corporate office.

2. Write a letter to the CEO, explaining what the problem is, what's been done, what's not been done and the results.

3. I begin the final paragraph with, "Therefore I respectfully demand that you take action in this matter." I tell them what I need done.

This method never fails! I've used this method with telcom companies, large corporations, and even with a state government department.

[Vaclover1]

@gnarkill1524 Well, why do you think that he calls customer service?

[daythom7]

internet nope dont have that

[TheStuartWallace]

ALL CAPS RAGE.

[hiddenmasterseeker]

@icecool1065 i whould have sewed the fuck out of each pearson who did that for tresspasing and property damaging then the fucking god damn compony itself if i were your uncle

[JackTheNinja11]

I love is Dracula hair cut... it fucking rocks

[iamsuperrandom]

get braces fag

[Cowapple7]

why do you need a nife

[JYK1002]

I THOUGHT THE COSTUMER WAS ALWAYS RIGHT!!!!!!!

[krein511]

@thebrownspider I Still Get Paid, You Must Be One Of Those Customers With Issues... Mental Issues

[reynaduterte]

where can i buy even temper?