A Little Bit of Organizing Can Pay Off When Speaking with Customer Service Representatives

March 29, 2011 | By | Comments (0)

I greatly dislike having to contact a company’s customer service line. Sure, the people on the other end of the line are usually very pleasant. However, the calls always takes longer than you would expect them to, and two-thirds of the time I’m disconnected in the middle of the call.

For instance, whenever the customer service representative (CSR) says, “I need to transfer you,” I know I’m about ready to be disconnected. Transfers are the black hole of customer service lines.

To save time, and to keep myself organized when talking with CSRs, I have a pen and paper handy. I also start every conversation with a CSR as follows:

CSR: “Hi, this is James, how may I help you?”
Me: “Hi, James. My name is Erin. I’m on a strange phone, so before we get too far into this conversation, can I have your number so I can call you back if we get disconnected?”

The majority of the time, the CSR will give me their direct line. If the CSR isn’t allowed to give out his direct line, ask if when you call back to the main number if you can ask for him. This usually works as a decent alternative, except you probably will be disconnected at least once trying to get back to James by this method.

I also log the time a conversation begins with a CSR on the same piece of paper where I write down her name and number. This way, if there is ever any issue with a matter, I have a record of the conversation to reference and compare against the company’s records (or, often, lack of records).

I use a call register for exactly this purpose.

What organized tips and tricks do you use when speaking with customer service representatives? Share your advice in the comments.