How to Talk to a Real Human in Customer Service (and Get What You Want)
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In a world that seems increasingly driven to tear us apart, we all share at least one common emotion: the frustration of speaking to a real person at a call center. Whether we’re complaining, trying to resolve a problem, or simply getting information, dealing with a call center can be frustrating. Companies are increasingly hiding their customer service representatives behind phone menus and AI-powered tools, and even if you do manage to reach them, the experience is often far from ideal. With Prime Day approaching this October, addressing this issue could save you a lot of headaches.
While different companies handle their call centers differently (and locate them in different countries), there are a few universal truths worth remembering and using to your advantage, provided you know a few secret tricks to overcome them. These tips won’t guarantee success in your attempts to get a refund, return an item, or simply explain why you received a BTS-themed body pillow instead of the winter coat you ordered. But they will increase your chances of getting something worthwhile after your call.
Good general advice: stay calm and always be polite. Call center employees are doing a difficult job, so remember that your complaints are directed at their corporate bosses, not them.
GetHuman
Your chances of success with customer service are significantly increased when a live person is on the line. These days, it’s quite common to encounter inflexible phone call menus, and it’s frustrating: automated options are often not flexible enough to meet your specific needs, and they seem designed to prevent all but the most persistent from reaching a customer service representative (CSR).
And that’s because they exist . Every time you speak to a customer service representative, it costs money, so companies try to keep you away from them for as long as possible. So instead of fiddling with their phone menu and listening to “Sorry, I didn’t get it” fifteen times until you burn out your phone in frustration, try a service like GetHuman . Enter the name of the company you’re trying to contact and see if there’s a direct number you can call to reach a human, or if they offer a set of simple instructions on how to exit the phone menu. If you do get through to a human, ask for a direct number to call back if your problem requires further resolution.
Supervisor’s Trick
It’s an old but good trick, and it really works. If your customer support representative isn’t helping or you’re not getting the results you want, ask to speak to a manager. A slightly more polite and less aggressive way to do this is to ask for “someone who can solve my problem” or something similar. In almost all situations, a customer support representative is obligated to transfer you to another task upon request, and managers are often empowered to do things that a regular customer support representative can’t.
Press zero or say nothing
If you can’t get information on how to contact a live person, try pressing zero on your phone keypad. Many (though not all) call centers automatically redirect you to a CSR when you press zero.
If this doesn’t work, be patient and simply do nothing. Most phone menus time out if you don’t respond to their prompts and will redirect you to a live person by default. This may take a minute or two, but it often works.
Call after business hours
As you can imagine, call centers, like any other company, experience peak demand, and their schedules typically coincide with employees’ waking hours. If the company you’re trying to contact offers 24/7 customer support, try calling very early in the morning or very late at night. Most sensible and level-headed people will be sleeping or enjoying life, so your chances of getting through quickly (and the chances that the customer service representative will have extra time) will be higher.
Exhaust the script
It’s important to understand that every customer support representative you interact with operates according to a specific script. Companies develop complex algorithms for handling customer complaints. These scripts are designed to reduce the length of conversations and avoid undesirable outcomes for the company (such as refunds).
But, like all scripts, they’re limited. A few simple techniques can help you break free from the script—and then you can actually get something done. Here are a few tips worth trying:
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Repeat your demands. CSR scripts usually have a limit on the number of times you can refuse, but you won’t be told. Most often, if you trigger the same script cycle three times, the CSR is obligated to transfer you to another job or is authorized to disclose another option they haven’t already shared. So, if the CSR tells you they can’t refund your money, don’t just accept it—ask again. And again.
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Stay connected. Customer service representatives are always available. Every interaction costs the company money, and their effectiveness often depends on how quickly they can resolve customer issues. The longer you wait to end the conversation, the closer you are to being transferred to someone who can actually handle your needs, or to prompting the representative to use some of their authority to simply disconnect you.
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Move on to the next scenario. When you’re trying to cancel an account or get a refund, CSR scenarios are overflowing with alternatives, promotional offers, and deceptive tactics. (Have you ever tried to cancel cable and ended up getting three months of free HBO? That’s the power of a scenario.) One technique is to start by refusing everything upfront—tell the CSR you don’t want free gifts, discounts, new services, or anything else, but just one specific thing. This can bypass the scenario and get you to your desired outcome much faster.
Call back immediately
If your customer service representative disagrees with your views, don’t get angry—change the meeting location. Politely end the conversation and then call back immediately. You’ll almost certainly get a different customer service representative, and often the experience will be completely different. This is because your call may be routed to an entirely different call center or handled by a customer service representative with more experience and authority.
Show them the money
If you can’t get through to someone despite all your attempts, there’s one last trick: select a menu item that involves spending money. Upgrade your account, make a purchase, sign up for additional insurance—whatever option increases your bill will almost certainly attract an interested party. They might not be the right person to talk to, but now you’re on the phone menu, and they might transfer you to a more appropriate department.
Customer service often feels like a battle of wills. But it’s also a battle of wits, and these secrets will give you additional leverage.