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How To Outsmart Customer Service

Watch more How to Improve Your Communication Skills videos: Subscribe to Howcast's YouTube Channel - Learn to get what you want from customer service. Howcast uploads the highest quality how-to videos daily! Be sure to check out our playlists for guides that interest you: Subscribe to Howcast's other YouTube Channels: Howcast Health Channel - Howcast Video Games Channel - Howcast Tech Channel - Howcast Food Channel - Howcast Arts & Recreation Channel - Howcast Sports & Fitness Channel - Howcast Personal Care & Style Channel - Howcast empowers people with engaging, useful how-to information wherever, whenever they need to know how. Emphasizing high-quality instructional videos, Howcast brings you experts who provide accurate information in easy-to-follow tutorials on everything from makeup, hairstyling, nail art design, and soccer to parkour, skateboarding, dancing, kissing, and much, much more. Step 1: Prepare Prepare for the call by gathering all the information you need, like account numbers, receipts, and statements. Write out a list of issues so you can explain them concisely, and keep a pen and pad handy. Consider using a headset or speakerphone to reduce neck strain during the call. Step 2: Get a person Get a person on the line by following the prompts. In most cases, saying "agent," "operator," or "representative" will transfer you to a live person. No matter what your issue is, always opt to speak with an actual person. Tip Type "bypass IVR" into a search engine to learn tips and tricks to speed through automated phone systems. Step 3: Use positive reinforcement Once a person is on the line, use positive reinforcement. Start with a small complaint; once they've resolved that, tell them you're so pleased with their service you'd like to write a positive review. Write down contact information for them and their supervisor, and then move on to addressing the larger issue. Step 4: Ask for a supervisor Politely and directly explain your issue several times. If you're still getting nowhere, ask to speak to a supervisor and explain the problem to them. Tip Use the service rep's name a few times in the conversation to show you're paying attention and view them as a person, not an enemy. Step 5: Run out the clock If the service rep insists there's no need to talk to a supervisor, keep them on the line as long as possible. Because call centers try to maintain a high call per hour volume, a supervisor may see the call has lasted too long and take it over to find a solution to your problem and get you off the line. Step 6: Hang up and try again Hang up and try again. A different representative or supervisor may be more responsive to your request, especially if you mention that you just called and got no help. Tip Don't threaten to take your business elsewhere. Instead, focus on your loyalty and customer history. Step 7: Keep moving up If you're still not satisfied, ask to speak to the supervisor's boss, taking care to remain calm and collected -- and cordial -- if you can. If that doesn't work, get an e-mail address or phone number for the company's corporate office, where you can air your grievance with someone who is more concerned with customer retention than calls per hour. Did You Know? A recent survey found that 70 percent of consumers experienced rage toward a company in the last 12 months.
Length: 02:53


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