10 Tips for getting better customer service

We often lay blame at the hands of the Customer Service Representative for our misfortune. But we are the ones with the problems in those circumstances, and we need to take control.

There are two parts, the transaction, and the complaint.

The Transaction

1. Be the first to say Hello and the Last to say Goodbye.
You need to control the conversation from the very beginning, through to the end. Be 1st and last to control the tempo, and to let them know you are in control. If their representative starts with “Hello my name is Aimee, how can I help you today” - you tell them what you want, then they give you the options, then you select one, then they give you options and prices. You are always behind. Turn it around.

“Hi my name is Steven, can you help me with …..” You immediately establish you know what it’s about, and whether this is the right person. You are immediately telegraphing that the representative should be on their game, or your gone.

2. Tell and ask names

Where possible (probably not the supermarket checkout) tell the representative your name. This immediately personalises things, and gives you the opportunity to ask for their name. It is important not only because it introduces accountability, but you retain control. Remember the representatives are trained to give you their name or not. Breaking the system is not to get ‘one up’ on them but to make the interaction a little more memorable or less mundane for them.

3. Show interest in what they are doing

Regardless of whether on the phone, Internet or face-to-face, you are showing that you appreciate them as a person.

Negotiating on a personal level will get you further than antagonism. If the representative sounds or says they are stressed then you should say something like “look I will make this as quick as possible for you, what I really need is …..” the representative will appreciate you seem to care and reciprocate.

4. Grandma’s Rule - Be Polite

This goes without saying but did you ever try to court anyone by being nasty and superior. It’s just too easy to forget Grandma’s rule. There is NEVER a reason not to be polite.

5. Thank you at the beginning

Don’t be condescending but say Thank You early in the conversation. Show gratitude and even give compliments where they apply. It works when Thanks comes your way, just as it does for the representative.

COMPLAINTS

6. Do not start with threats

Starting with a threat will instantly create the combative environment in which you will lose.

7. Ask the BIG question

Ask this question and most times you will avoid stress and speed up the process. The question is

Do not plead your case to the wrong people. It saps energy and can turn them into gatekeepers that keep the door closed.

Do not ask to speak to the supervisor, ask to speak to the person who can fix this. Asking for the supervisor just says

“You are an idiot and I don’t want to talk to you!”

In this combative environment the representative can easily flick your enquiry to ether. If you ask about authorisation levels you depersonalise. it’s not about the representative, but about an authority level.

8. Stay relevant

Once you get to the person of authority, remember they are busy. Tell them the facts and do not deviate. The more you talk, the more they are thinking about the other 100 things they have to do. Stay focused - stay on the facts.

9. Use Honey

Never ever lose it and do not bucket other people in the organisation. Tribe mentality dictates that people in an organisation will stick up for each other even if they don’t know each other.

10. The other person is also hating the conversation

Remember the representative is not enjoying the conversation. They probably didn’t cause the problem, and may not be authorised to approve your request. Keep that in mind and your respect will be rewarded. More than anything else, controlling your emotions will control the conversation.

So take control, and stop the blame. it has worked for me. I used this technique recently with Amex and I got expired frequent flyer points reinstated. I got to take my wife with me on a business trip to the Barossa Valley wineries. It works!