Every 1-800 number has a human being behind it (once you hit the four hundred buttons to get to them). That means you’re dealing with fellow creatures that are sometimes new on the job, stressed, badly trained or not empowered to really take care of your issue. So, if you call with a rabid attitude, they’re going to do everything but help you. I discovered that recently when I was battling two phone companies that were, in turn, battling each other. I won’t bore you with all of the dirty details, but here are some quick facts:
- I went 21 days without business phones
- I put in 21 trouble tickets; 11 with one company, ten with the other
- I spoke to the Office of the President of one company which sent me back to the same local representative who couldn’t help me in the first place
- Everyone was extremely polite, but nobody could solve my problem – including the Office of the President
- I logged 24 hours on the phone; one stretch went for 4.5 hours just to set up a voicemail box. Then when we got off the phone I picked up my line and it was dead
- After spending two hours waiting for supervisor “Bob,” he informed me that he couldn’t help me because he was too senior
You can’t make this stuff up, folks. I could give a lot more details but then you’d want to bang your head into the same wall I did. There were two shining points in this horrible experience – Diana and Carmen. Both women were problem-solvers that eventually got everything working. They showed empathy, apologized, and said “we won’t get off the phone until this is taken care of.” I was so grateful that I offered them my first born, but neither wanted a 22 year old and I don’t think my son appreciated the offer.
I also learned something about how to get things done when dealing with people. First of all, remember that people are tired, stressed, and trying their best with limited clarity and resources. Secondly, unless you have position power, aggressiveness will do nothing but cause people to dig in and undermine you. Nobody would give me their last name, even the representative in my home town, and all calls went through the 1-800 number. That means anybody can tell you anything – they can erase your trouble ticket while eating a sandwich and tell you your lines will be hooked back up tomorrow.
So, I realized that calling with an attitude or tone got absolutely nothing accomplished. When I finally started being calm, and repeating “Okay, is there something else we can do to solve this problem?” it finally got fixed. I also fake cried once, which I’m not proud of – but it worked more effectively than yelling.
If you have an issue with a company, try using some of the following lines with the call center representative:
- Could you please help me solve this problem? If not, who should I speak with?
- I appreciate your help and polite attitude.
- I know you’re trying, but this is something a manager probably needs to handle.
- This must be frustrating for you as well.
- Thank you for trying, you don’t know how much I appreciate it. Now, who should I talk to?
Remember that there’s a heartbeat behind every person who helps you on the phone. They have families, and friends, and frustrations. They’re trying to help (well, most of them are — I would remove the supervisor who refused to help because he was too important), and they will generally respond to someone who shows them respect. If they don’t, or seem to enjoy saying “M’am, don’t get an attitude with me,” then simply hang up and call again. The beauty of the anonymous call center is you can always get a better representative.
Clean up the froth folks. Rabid behavior never got one creature on this earth a positive result. Just ask Ol’ Yeller.
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Donna,
A corollary to your lesson may be one I found. The vast majority of us wake each day hoping to be appreciated and valued for what we do for others during that day(there are a few who want to see what they can screw up.) However, if they are in the business of providing solutions, they often face impatient individuals who want their “solution” now. If not provided, they incur the response you desribed. My experience has been when a solution is provided, if the recipient communicates appreciation for a job well, it is almost as though the provider were given a huge raise. Even more so if one passes their name to a supervisor. Most of what Center employees endure is neutral to very negative appreciation. The approach you outlined means so much.
Myles,
I’m so glad you mentioned this part of the human communication – it’s frustrating that they can’t give their last names, because once I hung up I realized I couldn’t praise them specifically. You’re right, though, just letting people know you appreciate them changes their tone and probably their day!