How to call Customer Service and get what you want: Tips, resources and more

The combination of Muzak’s automated call and endless call systems is downright infuriating. Few things are more frustrating than explaining your problem to many people and finding that none of them have the strength to help you. And unfortunately, whether it’s canceling your internet service, getting help with a technical problem on your laptop, or asking for an unexpected charge, most of us have to call the customer service hotline sometime.

Take a deep breath. Will be fine. We are here to help with advice on how to call customer service without all the stress or at least with a little less.

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Before undergoing potential torture, ask yourself if there could be a better way. Maybe you can find an answer without calling. Check the company’s website and look for frequently asked questions or a forum. Try searching Google for your specific problem to see if there is an easy answer. You can find a way to do this without having to experience the stress of calling the company.

These live chat windows, which appear on most websites, can now be more effective than a phone call. With text chat you can gather your thoughts and write them clearly. You don’t have to hold the phone to your ear, there are no sound problems or decryption accents, and you have a recording of the conversation at the end. If you’re having trouble finding chat support on the company’s website, try Google to see if the company offers it.

Sometimes the only option is to call, but it’s worth digging to find the best number. Several directories, such as Dial a Human and Contact Help, list company numbers and try to contact you. Get Human also offers the best numbers, latency information and helpful tips, although the first-class service it offers has received mixed reviews.

Your call will run much smoother if you prepare before picking up the phone. Write down your problem, the most important points and the solution you want. If you have a technical problem, turn on the device model and everything you’ve tried so far. If you’re upgrading or looking for a better deal, research sales and pricing. Be clear and concise about your problem and what you want from customer service. It may even be a good idea to write a short script to help you stay online during the conversation.

Always have ready details for your account, credit card, order numbers and any other information you deem appropriate. If you are filing a warranty claim, research what you need to provide and collect it before calling. Burdensome reporting requirements are common, so do your research to avoid having to make multiple calls. It may be worth checking the forums for advice from other customers who have made similar calls to find out what works and what doesn’t.

Every company seems to be experiencing more than normal call volume these days; long waits are the norm. You can reduce the delay by selecting the appropriate call time. The best option is to call earlier. Waiting time is shorter before noon, but 7 a.m. is the best time to call, according to Talkdesk, which also reveals that Wednesday and Thursday are the best days to call, and Monday is the worst.

Some companies offer a callback option, so you don’t have to wait for a hold. We hope this will become standard practice, but it is not yet universal. If the company does not offer a callback option, consider a third-party application or service to queue for you. We haven’t tried them yet, but the aforementioned Get Human (iOS and Android) offer this service, as well as FastCustomer and Do Not Pay. Just watch out for premium fees and keep in mind that these services do not always work. In the UK, you may be more lucky with WeQ4U (iOS and Android).

No one likes to deal with automated systems, but they are not universally awful. Sometimes the quickest way to get to where you need to go is to listen to the options and choose the right one, so don’t automatically skip this step. But if you have problems, you can usually press a certain key to get to a person – it’s usually 0 or #. If one keystroke does not work, try several keystrokes. Saying “operator”, “customer service” or “representative” will sometimes get a person online.

When you finally reach a person, remember to stay calm and be polite. They can work for the company you have a problem with, but they are not responsible for your problem. Ask how they are and use their name if they give it. Explain your problem clearly, but don’t spend too much time, because call center employees are advised to handle calls quickly. It is wise to try to evoke sympathy and attract them to your side.

Patiently follow the instructions they give you. Remember that you may have no choice but to work through a script or specific troubleshooting steps.

Always ask for a ticket or reference number so you can speed up the process if you need to call back. If you contact someone useful and they can’t solve your problem on the spot, get their number or email so you can deal with them directly in the future. Pay attention to any relevant details or promises. You may even consider recording the conversation, although you should check with local laws before doing so.

The first person you talk to will often have limited power to help you. If you’ve run out of options and they tell you they can’t do anything else, maybe it’s time to escalate. Instead of asking to speak to a manager or supervisor, it may be better to ask if further escalation is possible.

In some situations, the threat of service cancellation may lead you to the detention department, which usually has the most authority to offer you, but you must be prepared to perform the cancellation before doing so.

If you don’t get anywhere with customer service, you can get better results by going to the top. Start by finding the CEO’s name. It is probably listed on the “Information” page of the company’s website or you can search on LinkedIn. You can find email addresses for many CEOs online, or you can take a risk and try their name @ any company name. If other email addresses are available, you can develop the correct syntax.

Once you find the contact information of the CEO – or that of another CEO – send them a polite and short email explaining what happened, why you are not happy and what you would like them to do about it. The CEO probably won’t read it, but they often have an assistant or team that handles problems faster and has more power than standard customer service.

When you have problems with customer support or can’t achieve the desired result, sometimes visiting Twitter, Facebook, Reddit or another social media platform to complain publicly about the company in question is sometimes effective. Most companies feel compelled to respond quickly to public criticism. As always, be polite and concise about the problem. Do not be rude.

If you have tried everything without satisfaction, then you should complain. Most companies have a specific complaint procedure. Sometimes this will trigger an investigation and maybe even a different resolution, although you don’t have to hold your breath.

You may prefer to file a complaint with a third party, such as the Better Business Bureau, which can help with mediation and possibly elicit a better response from the company. If your problem is with financial services, try the Consumer Financial Protection Bureau. People in the UK who have problems with energy suppliers or communications can contact the Ombudsman’s services.

Whatever the outcome of your customer service call, it’s a good idea to leave a review. You can emphasize poor customer service and a negative opinion will often push companies to take further action. On the other hand, don’t forget to praise the positive experience to emphasize the excellent customer service and to encourage the companies to do better.

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