7 Tips for Contacting Customer Service
No matter the reason, having to call customer service brings about the worst in most of us. Call centre workers don’t exactly have it easy, though. Remember, they’re dealing with people who are having to call usually for frustrating reasons. So keep a few of the following tips in mind, if you want to walk away from a customer service call with peace of mind.
1) Learn as much about your problem as you possibly can.
You are probably not the first person calling customer service about your specific problem. Do some digging first and google search your issue. see the type of feedback and problem solving you see online or at least the purpose behind the issue. The more you understand the “why” of your problem, the better you can help the person on the other side of the phone.
2) Follow their instructions.
While this may be an obvious tip, often times we get annoyed when asked to try something we’ve already attempted. Be patient though as the other person often needs to go through a series of steps before getting to the more advanced troubleshooting necessary to solve your problem.
3) Be respectful.
Also an obvious tip, but something we often forget when we’re frustrated and are interacting with someone not directly in front of us (likely the reason so many arguments on social media start). Keep in mind that you are talking with a human being on the other end of the line attempting to help you. The last thing you want also is a note on your account about your difficult behavior as it may have an impact later down the road.
4) Be prepared.
When you call customer service, you should have your account information on hand and ready to give the representative. Also, make detailed notes about the issues and what you’ve attempted to solve the problem. If it’s a computer error, make notes about the specific error number that comes up. Also, call when you are available to troubleshoot the equipment yourself, as well.
5) Call the right number.
Take a look at your bill or paperwork for the company you are calling and make sure you are calling the right number. The most frustrating thing is having to be transferred because you are not contacting the right people. Often times, there are seperate support numbers for tech support or customer service.
6) Call at the right time.
If you are rushed or not having a good day overall, it may not be the best time to contact customer service. So, set aside a time where you are not rushed, you are well rested (and well fed) and you can actually sit down and contact them. This is especially important the more complicated the issue.
7) Use internet chat, if available.
One of the best ways to handle contacting customer service is over internet chat. First, you are removing your emotion out of the situation and having to type out your problem requires you to be specific. Also, it’s a lot easier to wait on hold when you are online than when you are on the phone. If you are web surfing while chatting though, make sure you have the sound up on your computer so you can hear the “ding” when they reply.
Hopefully these tips help you with your next customer service call and you can walk away stress free and your problem solved.