Maximize Your Customer Service Call

Tips from an Insider on What Works and What Doesn't when You Phone for Help

We all have a few things in common. We are born; we will die; and somewhere in between we will call an 800 customer service number. I have had the pleasure of being on both ends of these calls. As a customer, I have called computer hardware and software manufacturers, banks and credit card companies. As a call center agent, I have taken just about every call under the sun from basic product ordering to highly technical, software support. If you want fast and efficient service when calling a customer support line, there are some definite guidelines to follow. Whether you are calling to get basic information, fix a problem, or file a complaint, you will find that applying the following tips will make your experience much more enjoyable and effective.

It helps to know how a call center operates. It is much easier to work the system when you know how the system works. For the most part, call centers are miserable places. This is painting with a broad brush, but they have been referred to as the “factory floors of the 21st century.” Employees are poorly compensated and have little chance for promotion. Depending on the type of support they provide, they are dealing mostly with frustrated and irate callers for the majority of their day. Knowing this is a key to dealing effectively with your agent. One of the bright spots in their day is to be complimented, especially if you can pass that compliment on to their supervisor. Be complimentary whenever possible. Remember, the basic courtesies that your mother taught you will get you much closer to your goal. “Please” and “thank you” are always appreciated.