How To Outsmart Customer Service

Get a person on the line by following the prompts. In most cases, saying “agent,” “operator,” or “representative” will transfer you to a live person. No matter what your issue is, always opt to speak with an actual person.

Once a person is on the line, use positive reinforcement. Start with a small complaint; once they’ve resolved that, tell them you’re so pleased with their service you’d like to write a positive review. Write down contact information for them and their supervisor, and then move on to addressing the larger issue.

Politely and directly explain your issue several times. If you’re still getting nowhere, ask to speak to a supervisor and explain the problem to them.

If the service rep insists there’s no need to talk to a supervisor, keep them on the line as long as possible. Because call centers try to maintain a high call per hour volume, a supervisor may see the call has lasted too long and take it over to find a solution to your problem and get you off the line.

Hang up and try again. A different representative or supervisor may be more responsive to your request, especially if you mention that you just called and got no help.

If you’re still not satisfied, ask to speak to the supervisor’s boss, taking care to remain calm and collected – and cordial – if you can. If that doesn’t work, get an e-mail address or phone number for the company’s corporate office, where you can air your grievance with someone who is more concerned with customer retention than calls per hour.