How to Make Customer Service and Technical Support Calls Easier
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How to Make Customer Service and Technical Support Calls Easier

Four easy steps that will make calling a customer service of technical support agent easier and more productive

There are several instances in a person’s day to day life when he or she has to get on the phone with either a customer service or technical support agent. Whether your internet has gone down or you have billing questions, these phone calls seem to be some of the most difficult to get through at times. There are a few simple steps to making customer service and technical support calls easier and much more productive.

  1. Be Prepared

    Before you even dial, make sure you are prepared. For example, let’s say that your cable internet has stopped working and you need to call your service provider for assistance.

    Prior to picking up the phone you should have your most recent billing statement, if possible, or as much of your account information as possible. While the agent you finally end up speaking with can gather this vital information as you work on the issue, you can skip ahead in the conversation by being fully armed with your payment history, account number and other tidbits you can find on your recent statements. Also, any notes you took on previous calls (see step 3) can be invaluable to have handy when consulting with technical support and billing representatives.

  2. Calm, Cool, Collected

    No matter how frustrating, ridiculous or inconvenient the issue you are calling about may seem, a customer service or technical support phone call always goes smoother when you stay composed and focused.

    Several customer service agents are working from a huge database of information in order to research and resolve the issue you are calling about. While you are the customer in this relationship and need not be concerned about the difficulty level of your representative’s task, patience and a calm tone of voice can help that representative move faster and provide more accurate information. Also, try to remember that the voice on the other end of the line is not, in all likelihood, directly responsible for the issues at hand. If you truly feel as though you need to yell or otherwise vent about the level of care and service you have received from the company you’re speaking with it is certainly in your best interest to wait until you’re problem has been as resolved as possible. Take a breath and get what you want before letting off steam.

  3. Take Notes

    Television, internet, cell phone and many other providers instruct their customer service and technical support agents to leave shorthand notes on your account about why you called and how your issues were taken care of. Stay ahead of the game by having your own notes to refer back to from each service call you make.

    There are a few key elements of a technical support, billing and service conversation that customers should be vigilant in keeping track of. The names of the agents you work with, the dates and times on which you reached out to the company, what the exact issue was and the information you were given are the most important facts to take note of. By having those notes handy when you call you have as much or more of your account history than the agent who picks up the phone.

  4. Asking for a Supervisor

    Never be afraid to ask for a supervisor if you feel as though you’re not making any progress on the issue you called the service provider about. In several instances, the agent who seems less than helpful either does not have the correct level of access to account information or is not allowed to do what you need done. A supervisor or manager will have more doors opened to them and more freedom to do things like issue refunds or correct billing mistakes. Supervisors are also more likely to effectively correct what you saw as bad agent behavior than giving that agent a piece of your mind ever could.

By following these four easy steps you can make every customer service call easier and much more productive. You will never dread another technical support or customer service call again as long as you are well prepared, stay calm, take notes and ask for a supervisor when you need to.

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Comments (1)

This is such a great article.

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