Don’t Make These Mistakes When Talking to a Customer Service Representative
No one wakes up in the morning hoping to talk to a customer service rep. In fact, companies don’t want this to happen either, and would rather you get whatever information you need from their website or automated telephone system.
But some problems can only be properly explained and solved by calling another real person. Unfortunately, by the time you get to the person, there’s a good chance you’re already annoyed and frustrated, and you might be tempted to take it out on the agent on the other end of the line. Please do not do this or make other mistakes while talking to a customer service representative.
Being rude, impolite or offensive
This should be taken for granted, but avoid rude behavior , obscene or hateful language, or insulting the support representative. Keep in mind that this is a person with feelings who is just trying to do his job and is not personally responsible for the problem that caused the call, so don’t blame him for that. At the very least, be polite.
not preparing
There is certain information that you will likely need when speaking with a customer service agent, including account numbers and other identifiers that you may not know right away. Simplify the process for everyone and find what you need before you call.
Complete unwillingness to compromise
While there are certain situations where it’s acceptable (politely) to negotiate with a customer service rep – like buying a mattress or renewing your cable and internet subscription – this isn’t always the case. And even if that’s the case, you’re still likely to turn down the call, wanting an even lower price or some other desired outcome.
Unfortunately, we can’t always get exactly what we want, and as a result, we find ourselves in situations where we have to compromise , including when working with customer service agents. We’re not saying you should always give in and take their first offer or overlook company mistakes, but frontline phone reps are limited in what they can authorize.
Instead of turning down any solutions other than your own, be prepared to at least listen to a customer service agent if they suggest another way to solve your problem, especially if it’s something you haven’t thought of before or even did not know.