Talking to customer service can often be a rather frustrating experience for consumers. Some companies are more customer-friendly and try to go out of their way to deliver outstanding service. However, others don’t seem to care much about pleasing their clients when it comes to customer support. If your best attempts to solve a problem on your own turn out to be unsuccessful, calling customer service is inevitable. Follow the tips below to make your experience as smooth and stress-free as possible.
Being generally polite and friendly can actually go a long way with an agent on the other side of the phone who most probably has to deal with frustrated and rude callers most of the time during their working shift. That includes not only some basic things like not yelling or swearing, but also admitting to the person you are talking to that you know they personally didn’t cause your problem. If you become abusive, it’s less likely the agent will be willing to help.
Laying out your issue is the most important part of the call. Explain it clearly and concisely, include specific details, and don’t make assumptions about what an agent knows or doesn’t know. However, a long story of how you went to that point, and how much frustration the issue has caused you is absolutely unnecessary and won’t help in getting it resolved quickly.
Remember that customer service agents are just a company’s representatives, not owners. They have their limits and are not always able to satisfy your requests, sometimes simply because they don’t have the tools or the authority to perform certain actions, even if they want to. In most cases, they have to follow strict rules and adhere to the company’s policy that they are not allowed to change by making an exception for you. And they obviously cannot spend hours dealing exclusively with your problem as they usually must maintain an average handle time.
Before you escalate further, try calling one more time. You might be luckier to reach an agent who is more knowledgeable. If things aren’t going your way and your problem remains unresolved, don’t be afraid to ask for an agent’s supervisor or a manager. There is nothing wrong with doing it, as long as you aren’t rude, aggressive, and keep a friendly attitude. Very often these representatives have the authority to make certain exceptions to the company’s policies unlike first-tire agents. This means they might be much more helpful in resolving complex issues.
Once you’re done with the call, it doesn’t always mean you’re done with your problem. You might need to follow up some time later. Ask politely for the agent’s name and a ticket number. This information may come in handy in case you’ll have to call again regarding the same issue. The following calls will go more smoothly if you can directly provide a ticket number and the name of the representative you’ve spoken to last time.
If you are still unsuccessful but determined not to give up, you can go public and escalate your issue even further by sharing your frustration on social media. Try either Twitter or Facebook. Most companies today have social media presence and monitor their brand mentions in order to timely respond to customer complaints and maintain their online reputation. Some even have separate Twitter accounts solely dedicated to customer support. When twitting at a company make sure not to swear as some brands have a policy that prevents them from responding to abusive tweets.
Unfortunately, you won’t always have an excellent experience when dealing with customer service representatives, but keeping these simple things in mind should help you get quality customer support most of the time.
If you would like to learn more, check out our article about Customer communication.
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