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Tips on making a customer service call
Health plan customer service is getting a makeover. You can read about it in Gregory Warner's story here. And take a quiz to see if you're empathetic enough to work in a call center. Here's a few more tips to navigate a customer service call:
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Prepare beforehand and get organized: Have necessary information (account info, credit card info, etc.) on hand to save time, and a pen and paper in case you need to write notes. It's also a good idea to get the operator's name and number in case you get disconnected.
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Take advantage of self-service options: You can sometimes obtain answers via a company's website or an interactive voice response.
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Make sure you have a good speakerphone: Chances are you might be on hold for a while, so having a good speakerphone will allow you multitask and get other things done.
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Set aside some time for the problem: If you've got a complicated issue to resolve, don't make the phone call with only 10 minutes to spare before you have to go. You can speed up the process by stating your points succinctly. Writing your thoughts down beforehand may help. And try calling on a Wednesday. On Monday and Tuesday, people are still going through their weekend to-do lists. By Wednesday it quiets down on the call center floor. Especially just before lunchtime. Afternoons are always busier as people start to get off work.
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Reach an operator: The website GetHuman.com has tips (like what number to press, etc.) on how to get an operator on the line from thousands of volunteers who've had to deal with the customer service departments of various companies.
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Be civil: Sometimes talking to a customer service representative can be frustrating, but yelling and being belligerent probably won't help solve your problem. So be reasonable and remember there's a human on the other end of the line, too. Don't turn the phone call into an emotional argument. Badmouthing the company to your rep may not help, but it never hurts to be friendly (i.e. ask the rep how they are doing) and may even help you get further. And remember that customer service reps are often from a call center the company has outsourced.
I think the biggest thing you can do to have a successful customer service call is to make the customer feel like they are your #1 priority and that you will do whatever it takes to solve their problems. Making it an enjoyable experience will pay huge dividends.
I would add the following to the "tips" list:
Bullet point your issue(s) before the call.
Develop an elevator speech so you can communicate it in as few words and as clearly as possible.
Many in customer service organizations aren't the most experienced or highly paid and may not have received sufficient training.
Tell them what you are looking for. For example, I found a bug in my hotel room. I'd like you to add 20,000 points to my rewards program. Ask for something they can give you and that is consistent with the service issue you experienced.
Negotiate in baby steps. If they say, we'll give you 5000 points, don't come down to 10000 -- try 18000.
Stay on point. Do not let the conversation wander.
Maintain control of the discussion, be direct, clearly state your expectations, but remain civil.
Ask for the persons name and/or employee ID number.
If you don't receive satisfaction, escalate to the next level.
These are just some of the many tips in the new book NEGOTIATE ANYTHING! How to Make Companies Treat You Fairly - due out in September.
You can learn more at
www.caregiverpartnership.com/lp-negotiate-anyting.aspx
I am a Right of Way Agent; people hate me the minute I contact them. It's my job to get them to trust that I am going to get them thru the eminent domain process with as little pain as possible. One of the main things I have learned it to just let them talk/vent. Really listen while they are ranting and pick up on something you can identify with them on and be honest. Honesty and empathy will get you farther then anything.
I recently had my wallet stolen so I have been talking with a lot of customer service type people in the last week. I have not found ANY empathy when I get a rep in a foreign country (this would be the major credit reporting agencies} But the younger people that say over and over 'no problem'. I finally started telling them that people like it much better if you say 'your welcome', 'my pleasure', anything else. One foreign rep tried to argue with me about it and I finally told him "Of course it is not a problem it's your ------job"!
