How to win your consumer complaint

The saying you get more with sugar than with spice rings particularly true when trying to navigate customer call centres.

Whether you are trying to change your phone plan, enquire about a new service or simply resolve a billing issue, customer service centres are increasingly causing many to pull out their hair.

Becky Hobbs, 28, recently spent over an hour on the phone trying to change her cell phone plan. By the time she spoke with someone, Hobbs was at the end of her rope.

“I have a million things to do, a child to look after and the last thing I want to do is sit on hold for an hour. By the time I speak to someone, I have lost all patience,” said Hobbs.

Hobbs isn’t alone in her frustration, but there are tips you can follow to bring your blood pressure down and help get the outcome you want.

The trick to success is to remain pleasant, but stay on track with your request. Joan Stafford, an Ottawa-based cognitive behavioural therapist, recommends that people write a brief script so they don’t get flustered or veer off course during their call.

“Be nice to the person on the other end of the phone. Remember they are people, but keep reasserting what you want and why you need it,” said Stafford.

Other tips to better navigate customer help lines include:

1. Be polite but persistent

Be polite, be focused and be persistent. Losing your cool with the person on the other end of the phone is a lose-lose situation. Would you want to help someone who’s yelling at you?

Do not interrupt the person helping you, but don’t take the first no as the final answer. Clearly articulate your problem, offer any necessary background information and stay focussed on the specifics of your complaint. Don’t wander into other arguments that have nothing to do with the reason you called.

2. Ask to speak to a manager

Sometimes the person on the other end of the phone can’t help you. They may not have the authority, or they may want to filter frivolous complaints. Don’t give up if they say no.

There is always someone else you can speak with. Ask for their manager. If that isn’t successful, ask to speak with the manager’s manager. Managers typically have more authority to remedy your problem. Letting you walk away feeling good about knocking off a $10 fee, beats losing you as a customer.

3. Propose a solution

The person on the other end of the phone can’t read your mind. Offer a way to solve the problem. This will help focus the conversation on dealing with the problem, rather than a battle of wills over who’s right.

4. Be respectful

Always remember that, on the other end of the phone line, is someone like you. Treat them with respect. Be courteous. Do unto others as you would want done onto you. It goes a long ways

5. Speak to retention

After bumping up the line and you’re still mad as hell, ask to speak with the company’s retention department. Retention departments are exactly what they sound: their main goal is to keep you as a customer. You have more negotiating power and rules can be bent to get you what you want.

6. Keep notes

Always keep notes of your conversation. Track who you spoke with (customer ID numbers are best), and what was the outcome. Keep your notes in a place where they are accessible – with the bill in dispute is a good place.

Well-documented notes give you more negotiating power the next time you call, and will help ensure you don’t go through all the headache of getting what you want again. It will also hold employees accountable to follow up on your issue.

Following these tips is also greatly appreciated by those on the other end of the phone – the customer call representative – because it makes their lives that much easier and confrontation-free.

“Callers rightly expect quick and accurate service. Having all relevant details on hand such as account numbers, bill statements, etc., does a lot to help ensure callers receive the excellent support they deserve,” said Jason Laszlo, a spokesperson for Bell Canada.

Jennifer Stewart is an Ottawa-based freelance writer.

Also at Moneyville.ca this week:

The 10 best fees worth paying and 10 to avoid

Ellen Roseman: How to avoid double-billing when moving your phone

Moms on Money: How I got a $260 Internet bill refund

Blogger Krystal Yee on how she got what she wanted from Rogers

And contribute to the collective wisdom by sending your fee-fighting tips to editor@moneyville.ca