Many a time have I needed to call the customer service center to fix a problem. A CPU issue, a membership that needs updating, a bill that I don’t agree with, it could be for anything.
Oftentimes we are calling about a problem we’ve encountered, so the mood may already be slightly sour. The usual process is to be jostled through an automated system, which is itself aggravating, especially if they prompt you to make voice commands.
On top of that, callers are forced to wait on hold for 5, 10 or even 15 or more minutes just to speak to a live person. And, many times, that live person has a heavy foreign accent. Many people can’t help but think, “Come on, I just want to talk to someone in plain English!”
So it’s no surprise that by the time you start talking to the customer service agent, you’re not in the best of moods. But this is where your tone of voice and demeanor really plays a critical role.
Even though you may be frustrated, taking it out on the customer service agent will do you absolutely no favors.
Be polite. Be polite as if they were your business partners, and speak to them like the human beings they are. It’s OK to ask them how their day is going and address them by their names.
By showing respect and being polite, the customer service agent will be more inclined to help solve your problem in a timely fashion. You may be surprised how well an interaction can go if you keep it civil, and control the tone of your voice.
Don’t get mad at the process
Although it’s frustrating, there’s not much we can do about the processes a company employs. You may need to speak with different departments, repeat yourself multiple times, send in additional information, and more.
The process can seem very bureaucratic at times, but try to remember the customer service agent isn’t making you expend more effort on purpose (unless you’re being rude).
Make it easier on yourself
Don’t set yourself up for aggravation. Make sure you have all the relevant information you will need before you make the call: account numbers, reference numbers, ID numbers, etc.
It may also help to set aside some time for your call so you don’t feel rushed. Depending on the wait time, and the complexity of your issue, a customer service call could be 5-10 minutes, or over an hour. Plan accordingly!
In the end, we’re all human. You know how you like to be spoken to, and know how you don’t like to be spoken to. Customer service agents are no different. So the next time you need to make that dreaded call to customer service, try and stay polite, positive, and above all else, human.