Top 10 Rules When Dealing With a Customer Service Agent

1) One of the main rules I have is "Time is money". You would be surprised to see how many people will spend 15 minutes to save 8 cents on their phone bill for a call they don't recognize. Now many people will say it's not the 8 cents but the principle. To an extent I can agree but I personally feel my 15 minutes is worth more than 8 cents. Try to think, is the aggravation and effort worth the adjustment total. Maybe if there are consistent questionable calls then call.

2) I also see people who refuse to call a company even when there are $20 or more items
on their bills they don't recognize. Maybe some are legit and maybe they're not. But to me 10-15 minutes of my time are definitely worth $20 or more dollars. Whether its the 8 cent phone call on a phone bill or a $3.99 pay per view on your cable bill always ask anyone else who uses the service. It will save you time if they recognize the charge but most companies won't adjust unless you ask the other household members anyway.

3) Almost every company out there now uses some sort of automated system. Some you speak into and some you type your information into. Yelling or swearing at them won't speed up the process. Speak clearly and calmly. If you just need your balance or have another simple question you can usually avoid the wait for a live rep by using the system. Make sure you at least enter your account number or phone number. You have a a better chance of getting to the right department this way. If its more complex or you prefer speaking to a live agent try pressing "0" or saying agent. When you do get an agent, they know how bad customers dislike the automated system. There is no need to waste your time explaining how bad you hate it too. It just takes up more of your time.

4) When dealing with an agent try to remain calm and courteous. Don't be afraid to be firm though. Remember when dealing with an agent even though they work for the company they are still people. If you give an attitude you are more likely to get one back and get no where. It puts up a wall between you and the agent. You would be surprised how far a "please" and "thank you" can get you versus name calling, swearing or insulting the representative or company your calling.

5) Try and be realistic. If you made $500 worth of charges, a simple please and thank you probably won't get you an easy adjustment. If you are moving on the first day of the month and its the 31st they might not be able to accommodate you. Remember that other people are moving that day too and others may have called in advance. Maybe you went without your computer service or electricity for a day or maybe two or three. Most companies will credit you for the days you went without service automatically. You may feel you deserve a little more because of the inconvenience. That's normal, call the company and let them know why and ask for what you feel is right. Just try to be realistic. A few days doesn't usually warrant a whole months adjust or more.

6) When dealing with agents try and stick to relevant information. Maybe you love small talk, but they don't need every detail of your life. Try to stick to the facts and try not to get side tracked or to over embellish. If you can't make a payment and need an extension ask for one first, if they ask why an extension is needed then let them know why.

7) Remember when dealing with almost all companies that Monday is usually their busiest day of the week. If you don't like waiting on hold and you want prompt service try and put the call off until Tuesday or later on in the week.

8) If the agent cannot help you with your request it may be necessary to request a supervisor. Also if the agent was mean or rude you can request a supervisor as well, but remember that just because an agent doesn't agree with you that doesn't make him mean or rude.

9) It can definitely be worth your time, every once in a while, to see if there are any promotions going on that you can take advantage of. You may be on an older and outdated plan and there might be a better suited plan for your needs. Maybe you're thinking of changing to a competitor. Let your current company know you are thinking of leaving before you do. Sometimes they might be able to show you how valuable of a customer you are by giving you an unadvertised deal
or a simple thank you adjustment for being a loyal customer.

10) Finally don't be surprised if that well runs dry too. You may have called and an agent may have given you an adjustment one month and then another a couple of months later you got another one again, but eventually they may stop. If you missed one payment and called to get the late fee adjusted from the company you most likely will get it. If you are constantly missing payments and always calling for adjustments you're more likely to be denied an adjustment sooner or later. Many companies keep a log of when and why customers have called. They especially keep track of what adjustments you may have received and how much they have given out.

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