For many, the only valid contact method for customer service is telephone. There are many advantages to being able to speak directly with support personnel, such as the ability to know that a question is answered or problem is solved prior to hanging up. The following tips will help you to get the most out of each call that you make to customer service, and will help to ensure that most requests or issues are taken care of with just one call.
When calling any of the larger companies in business today, you can expect to have to navigate through an automated system before being able to speak with a support representative. This system is likely to have you make a few selections, with these selections determining the department that you are actually connected to. To save time, be sure to listen to the available options carefully, and then make the appropriate selection. If the wrong selection is made, proceed back to the main menu and start over.
Once you are speaking with a customer service agent, be sure to explain your question or problem clearly. Phone contact does not leave as much room for misunderstandings as email and social media contact, but it is still possible that the representative may not fully understand the reason for your call. If you suspect that this is the case, spend a few extra minutes going over the reason you called and what you would like to get out of the call. This is likely to ensure that you get what you need in one call, rather than having to call again and again.
What should you do if the customer service team member that you are speaking with is not providing the service you need? While you may not want to make waves, there are times when it is necessary to ask to speak to a supervisor. Today, most calls are recorded to ensure quality assistance, and this alone keeps support agents on their toes. Even so, there may be times when you need to speak with someone higher up who has the authority to make adjustments to your bill, approve a request, process a refund, etc.
Telephone support is not going away anytime soon. Although the internet has changed the way we deal with issues and ask questions, most people still prefer to speak directly with someone who can provide assistance. Phone support is not always perfect, but if you take the time to explain your question or problem clearly, chances are that one call is all that will be needed. If not, do not be afraid to ask to be transferred to a different agent, or to be connected with a supervisor if the situation calls for the attention of someone with more authority.