Get the most from a customer service phone call

As a customer, there’s nothing worse than bad service. Experiencing bad customer service is endlessly frustrating, and can damage your opinion of a company. Great customer service, on the other hand, is beneficial for everyone. Here are some quick tips on how to get the customer service you deserve.

Remember that any company in on our site now and get proof that you called – which can be perfect if you get into a situation where you need to escalate a complaint. Our entire directory can be found in our A-Z  of contact numbers.

Don't lose your cool with the customer service agent - be polite, friendly and relaxed
Don’t lose your cool with the customer service agent – be polite, friendly and relaxed

Be friendly to the call centre staff

Put yourselves in their shoes – these people spend the majority of their time speaking to upset customers. By being nice and instigating friendly conversation, you can brighten up their day. Ask them how they’re feeling, where they are in the country, even about the weather or current events – lightening the mood can make things more enjoyable for the both of you. What’s more, if the customer advisor is speaking to someone they feel a bond with, they will treat them well.

Make the contact agent feel like they’re on your side

There’s no ‘I’ in team. When speaking to your customer advisor, you want them to be on your team. Repeating the word ‘I’ can have a negative effect on how you come across, making you appear selfish and demanding. By using the word ‘we’, you are putting them on your side, and this tiny rephrase can be incredibly valuable. If they feel that they are working with you, not for you, they are likely to work harder to get you the result you want.

Ask the customer service agent’s opinion

When explaining your situation, asking the question: “What would you do in my position?” can be beneficial in two ways. Firstly, as a professional and trained employee, the advisor knows more about the company and your options than you do, and could think of a helpful solution to your issue. Secondly, putting them in your shoes is likely to make them more sympathetic to your situation, and more willing to do everything they can to help.

Don't rush into your call - get all of your notes together first, so you can get your opinion across from a point of strength.
Don’t rush into your call – get all of your notes together first, so you can get your opinion across from a point of strength.

Phone the helpline prepared

To receive the best service, you need to make things as easy as possible for your customer advisor. Have all the information you need ready and on hand when you call – details such as your order date, the names of any team members you previously spoke to – the more relevant information, the better. Making their job easier helps improve their mood, and their likelihood of solving your problem.

Time your phone call correctly

Studies have shown that the best time to call a customer service line is in the morning – between 9 and 11am. It makes sense – if you call in the morning, you are catching staff members when they are freshest, rather than tired and weighed down by the problems raised by other callers. Research has also shown that contacting customer service by phone gets much faster results than using online channels.

Not getting what you want? Threaten to put the phone down.
Not getting what you want? Threaten to put the phone down.

Threaten to put the phone down

Companies hate to let customers go – that’s why so much time and resources gets invested into an organisation’s retention team. If things aren’t going your way, tell the customer service advisor that you might take your business elsewhere. They are likely to panic and transfer you to the aforementioned retention team, who can often offer you deals the regular team members can’t. These tactics are especially true when it comes to phone, TV and broadband companies.

Good service? Let them know!

Too much attention is given to poor customer service, while good customer service can go unrewarded. This can lead to a customer advisor feeling undervalued, and can potentially hinder their performance more. If you receive a great customer service, take the time to let the company know – if you send a quick email or fill in a feedback form with your call reference and the name of the team member if you have it. Rewarding good service helps those standards continue, and you may even get your friendly customer advisor a raise or a bonus. Feels good, right?