Thank You for Calling

Six steps to headache-free customer service

- Erin Pepler

A CASUAL CONVERSATION with a longtime friend recently revealed that we were paying wildly different annual fees for the same satellite radio subscription. We had both spoken to customer service representatives to renew our memberships, but my friend was paying nearly double what I was for the same package. After comparing notes, we agreed that the disparity probably had something to do with how our customer service interactions had gone. (I was much nicer, I concluded, only half-joking.)

My approach to calling customer service has always been simple: be kind, be patient and be direct. I ask what promotions are available and if my current plan is the best they can offer, but I'm never demanding, rude or condescending. I'm also ready to walk away. I wanted that radio subscription, but I could live without itand I'm sure the customer service rep could sense it. This strategy has helped me negotiate a better deal on my cellphone, cable and Internet services, among other things.

Call centres have always been busy, but over the pandemic, their lines have been ringing off the hook. Recent consumer research from the U.S. shows that 54 per cent of customer service professionals reported an increase in case volume, with that demand expected to continue in the months to come. Wait times have increased along with call volumes-often leading to frustrated consumers and stressed-out call centre employees.

Getting what you want from customer service isn't always a given, but there are ways to stack the odds in your favour. Here are some insider tips and tricks.

Understand Your Contract