When You Have to Call Customer Service
I’ve been working in customer service for different companies for a number of years, and it never fails to amaze me how many people are unprepared when they call. They complain about long hold times, or about customer service agents not being able to find their information. But there are things you can do to speed up the process and make your customer service experience go smoothly — I’ll discuss them in this post.
Make sure you have all the information the customer service agent may ask for.
These include things like order numbers, account numbers, social security numbers, or any other information they may need to access the information you’re calling about. When you have this information available when you call, it makes the process go more quickly and smoothly.
When the customer service agent is talking, be sure to let them finish what they’re saying before you say something.
This seems like common sense to me, but even today, people I talk to will interrupt me when I’m asking a question or giving them information. Have the courtesy to let the customer service agent finish what they’re saying before you say something.
If you can’t hear or have some other issue that makes it hard for you to communicate over the phone, let the customer service agent know that at the beginning of the call.
This way, they can make whatever accommodations they need to to make it easier for you to hear them.
Be aware that there are certain days and times that are going to be higher call volume than others.
These vary depending on the company and the type of business they’re in, but in general any place that you order products or services from is going to be busier at night and on the weekends. Most retail companies are going to be busier around the holidays. Sometimes companies will state in their recorded messages what days and times they’re busiest, so you can plan accordingly. If you have to call during one of these times, be prepared to wait a while to speak to someone.
Know the name of the product or service you’re calling about.
If you don’t know the name of the product, at least see if you can find an item number — this makes it easier for the customer service agent to look up information.
If you have to call for someone else, be aware that the company may not be able to take information from you — it depends on their rules.
Some companies, such as insurance companies, can only speak to the person or people whose names are on the policy, unless the policyholder has told them that it’s OK for them to talk to someone else.
Calling customer service can be difficult, but it doesn’t have to be. If you follow these guidelines when you have to contact customer service, both you and the customer service agent will have a more pleasant experience.