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When there is a problem with a product or service, our first instinct is to make a phone call, and get the problem fixed. Many of us just want to talk to someone immediately and receive a resolution to the issue. Unfortunately, picking up the phone and dialing immediately might not be the best idea -- at least not if you want a better chance of resolving the problem to your satisfaction.
You might be surprised to learn that what you do before you make the call can have a great deal of influence on how successful your call to customer service will be. Here are some things to do prior to picking up the phone:
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Know What Outcome You Want
Before you make that phone call, think about the outcome you prefer. Do you want a refund? Would you like a replacement? Do you think you deserve a lower interest rate on your credit card? Whatever the reason you are calling customer service, think about the outcome you think is ideal. Also, take a few minutes to consider what outcome you would consider satisfactory; you might have to negotiate. Know, too, what the deal breaker is: What would make you walk away from the company?
When I was unhappy because my satellite TV service was out for a few days, and it took a long time for the technician to come out and fix things, I requested a credit to my monthly bill, reflecting the missed service days. Customer service quickly agreed, since my demand was reasonable, and it was well-articulated. If you are calling for a lower credit card interest rate, you might ask for a 5% decrease, and the issuer might counter with a 3% decrease. If that is still satisfactory, you can negotiate down. However, if you are offered no decrease, you can be willing to close your account and use a competing issuer. Consider what you want to accomplish so that you know exactly what to ask for. You are more likely to find success if you ask for something specific, or provide a starting point for negotiation.
Create a Script and Practice Beforehand
Once you get on the phone with a customer service representative, it is easy to become flustered and forget what you want. As a result, it can help to create a script before you call. Customer service people have scripts and notes to follow; you should as well. At the very least, make notes to follow to help you stay on track. Practice making your request ahead of time. When you know what you plan to say, and you practice it, you are more likely to use a polite, calm tone that has a better chance of succeeding. When you become upset and flustered, and if you begin yelling and name calling, your chances of success begin to fade.
Know Where to Call
Make sure you know where to call. In some cases, you might have a specific name to ask for. Whenever possible, know what department you need to speak with. Look for the official number on a web site, or on the product. When you call the right place, you are more likely to have matters resolved quickly. If you don't know exactly who to call, make sure you explain your problem briefly to the first person you talk to, and ask who you should be speaking with.
Items to Have on Hand
Before you call, it's a good idea to gather the items you might need ahead of time. Have the defective product with you, and look for the serial number so that you know right where it is located. Also, have writing materials handy. You'll want to make a note of who you talked to, what you talked about, and what was resolved upon. You will also need to write down any confirmation or reference numbers you are given.
This post was included in the Carnival of Financial Camaraderie at My University Money.
