Whether you are calling to complain or enquire about services or products, you need to be savvy with call centre staff in order to have a successful conversation and get all the answers you need. Here are tips you can use when dealing with call centre staff:
Don’t call the call centre of a company if you are still angry about their services. Take some time to calm down before you make the phone call. You may not get the help you need if you are rude to the person who is supposed to help you or lead you to help. Be friendly and start the conversation my mentioning your name.
Sometimes call centre staff will ask you the same questions over and over. Don’t get easily irritated. They are simply doing their job. In essence, this is to help you and reduce fraud. Repetition of questions can help in cases where someone else tries to use your details without your authorisation. Be patient and give them your details as accurate as you can. Have all details on hand to provide the correct information as needed.
Get the name and surname of the staff member
Knowing the full names of the person you are talking to will help should you have to make follow up calls. If you didn’t get the name at first, ask for the person to repeat it and right it down. Getting the correct name will also help you to lodge a complaint should the consultant treat you in an unfriendly manner.
Get the right information
Research the market first if you are switching or want to get out of something. Contacting the call centre unprepared may not get you the results you hope for. Use the internet to get all the information about your purpose for calling so that you can provide convincing answers. Remember that companies don’t want to lose subscribers or money in compensations. For this reason you have to make your case strong by providing all the necessary information.
Know your rights
Before you make the call, understand your position as a consumer. Know your rightsconcerning the particular issue you are calling for. Conduct online research on Citizens Advice Bureau. Read your contract with the company or complaints guidelines to understand fully where you stand as a customer or client, and use this information to your advantage.
When you make the call, remember it could be recorded so try not to lie. Be honest and provide the right information. Should matters be dragged to courts, your recorded calls will be used and you’d like the contents to work for you not against you.
No matter what your reason for calling may be, it would really help a great deal if you can stay calmand be friendly. Don’t contact the call centre with assumptions or rumours. Have the correct information so that you can receive the kind of help you need. If you are not sure about your facts, ask for clarifications first.
David Jones from Supportnumbers.co.uk – A list of UK Support helplines for hard to reach companies.