We’ve all gone through it at some point or another. We had to call to ask about some charges on a bill, inquire about a new product/service, activate something and the classic, cancel a product or service. One the biggest things that agitates me is the wait time leading up to the conversation with the agent on the other end. By the time someone on the other end picks up the phone, already 10-20-30 or sometimes at the very worst an hour has gone by. Not only I fired up because my phone bill for example is through the roof and I been over charged on this and that, I am even more fired up now that I had to wait half hour on the phone for a simple freaking question. But you want to know something? Its all a tactic by your provider or service company. They make you wait to get you agitated, because when you are agitated, you think less clearly or maybe even you will be fed up for waiting on the phone and hang up.
Below are some tips on how to simplify the consumer complaint process. Honestly there is no big secret to it, well except one; STAY CALM!
Be Calm & Polite:
Screaming at someone on the other end wont help, it will only make things worst and you will agitate your self for nothing. After all the person you are speaking, its not even their fault. Its probably someone in their billing department who messed up on your bill. It is also wise to write a small script and stick to it. It can serve to you as a reminder and highlight your main points you want to get across. There is no sense in arguing points that have nothing to do with the main reason you called.
Persistency is key:
Be persistent with what you are after and remember the first rule of any negotiating; never take the first offer or in this case first “no” for an answer. There is a resolution to everything. It may take more time, but it is often worth it. Also don’t be afraid to offer up your own solutions.
This is very important. Keep notes, as there will be many things that are said, the conversation will go back and forth on many different things. After all the person who is speaking to you on the other end, they are keeping notes, its part of their job. Also ask for the contact’s name or badge ID #. This will not only show them you are more serious, but they are even more liable on what they tell you, because now you know them, in case you need to take it to the manager.
Don’t be afraid to ask for a manager:
At first I sure they will reject you, offer up other reasons and solutions, give you the run around that the manager is not available now, but remember tip # 1 – be persistent. Most of the time the person on the other end, does not have the authority that a manager does to make certain service or product changes. Keep being a pest and persistent, but only in a polite manger. Remember there is always someone above call center rep.
What no company will tell is about their retention department, but every company has one. What is a retention department you may ask? It’s exactly what it says it is. It’s main goal is to retain you as a customer. This is like a last resort that your service provider wants you to get to, because once you get to retention department, your negotiation power goes through the roof. In most instances, the retention department will do anything to keep you as a customer, because loosing you is not in their interest.
Do you have any tips to share? Stories about your consumer complaints? Please share them, I would love to hear about them!