Say it, speak it, talk it out.

Picking up the phone and making the most of your customer service calls.

Nowadays, it’s getting annoying to pick up the phone and talk to customer service people. You’d rather do it online if you could. But in cases where there is no option but to talk to a human being in order to facilitate your request, you have to make the call.

First of all, what’s make customer service hotlines frustrating is the many options and numbers to press before you can get to the right department. Companies do this for two reasons: to cut the cost of hiring more employees and to make you feel like your calls are already being taken care of. But the automated response on the other line is just adding to the aggravation that you already have prior to calling. You want answers and you want it right away.

The second awful thing about customer service is the way the telephone representatives conduct business. Some are unprofessional; others don’t speak well. In cases like this, the best thing is to hang up and call again. But that would that prolongs your frustration.

The third terrible part of calling customer service is you not getting want in the end. Whether you plead or get angry, the answer is no. Companies understand that customers come first but they have to draw the line with regard to accommodating requests and handling complaints.

You may not always get what you want but here are nine points to consider when calling customer service hotlines.

1.       Have your account number in front of you. If it is asked during the call, you don’t have to go and look for it.

2.       List down what you want to ask or clarify. If you have a question regarding billing, note the item and the date of transaction.

3.       Call in the morning just at the time the customer service opens. You don’t have to wait for a long time and the person at the other end is yet (hopefully) in the good mood and stressed out by the prior call.

4.       Take down the name (in some cases they also give their employee number) of the person who takes your call. You may have to reference her later.

5.       Identify yourself clearly. It makes a big impression when you introduce yourself. It means you are calling for business.

6.       If your request cannot be accommodated, ask for the next person in line who may be able to help you. Oftentimes, they would transfer you to the supervisor on duty.

7.       Do not be ruled by emotion when calling customer service. When you are rational, you can communicate your concerns well.  

8.       Ask for a reference number after you have given the answer – favorable or not. Most of the time, they would give you one. If not just let the customer service rep that you are writing down her name and the date of your call for record purposes.

9.       Be polite. It goes a long way.

We have to remember that the customer service people are trained to talk on the telephone and take care of even the most difficult caller. We as customers should also train ourselves in order to speak well for ourselves.