Been putting off making that call to a company to complain, make a change in your services, or even update your credit card information? We have some great tips for making that call more productive.
Do Your Homework
Services. Have your account number plus the most recent bill or statement.
Products. For electronic devices or appliances have the model number, serial number, and warranty information.
Description of the issue. Take a moment to create a concise, written description of your problem. This will allow you to repeat this information consistently in case you are transferred.
Making the Call
Find Customer Service Phone Number. Hopefully the company you want to reach provides their Customer Service Phone number on your bill, receipt, or warranty information.
If searching the company website doesn’t produce results, check out ContactHelp.com, DialaHuman.com, or GetHuman.com.
Calm Down. The representative did not create your problem and is certainly making an effort to correct the issue. Be nice, friendly, and calm. Venting your frustration can alienate the representative and make your position more difficult.
Escalation. When resolving your issue appears to be above the representative’s capability, ask to speak to their supervisor. Be courteous and firm when you make this request.
Document Conversations. Keep a record of names of employees, notes about the conversation, any promises made, ticket/report number, and direct phone number.
Dealing With the Phone Tree
Half the battle when you at this point is getting to a human. If you go through the company’s phone tree you have a whole set of additional challenges. Here are some tips on getting to a real person.
Press Zero. Some of the Phone Tree systems will recognize that as a request for a real person. If pressing one time doesn’t work, press zero repeatedly.
Talking With the System? When you are asked to speak your answers, start with saying “customer service”, “agent”, or “representative.” Speaking gibberish – words that the system doesn’t recognize – could also result in getting a human contact.
Challenging Organizations to Reach
Here is a short list of organizations that frequently have a long Phone Tree wait and suggestions on when or how to approach them.
Phone Company. Choose the “cancel service” option. Usually, you will get a real person who has higher authority to get things done.
The IRS. Call early, offices open at 7:00AM Eastern time.
Social Security. On the website, find a remote office and call them for a phone conversation. For filling out applications for Social Security, the website is the best choice. You can also schedule an in-person appointment on the website as well.
Dean and Draper
We are pleased to offer some ideas on making your life a little easier. We also want to make selecting insurance easier as well. We are only a phone call away.
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Sources: AARP, Life Hacker, Fool Proof Me.