Part 2 - Come Prepared

You increase your chances of reaching the most satisfactory outcome (within the limits of what's possible) from a problem-solving session with a customer server if you go in prepared:

• Have a good grasp of what you want to accomplish. For a simple transaction such as making a return, this is easy. If the problem is more complicated - for example, you've lost your job and want to negotiate a doable monthly payment plan for a large bill - jot down your ideas before calling or coming in. If you're anxious about the situation, your anxiety might cause a "brain dump" when it's time for your meeting. Having notes will remind you of important points.
• Speak slowly and clearly, especially over the phone. Mobile phones do funny things to people's voices and static often disrupts the message. I've noticed that customers who are upset or nervous about something often speak in a breathless word-rush when explaining a situation.
  
• Have all the necessary information, receipts, documents, cards or account numbers on hand. When I worked for a drug store chain as a student, an astonishing number of customers would bring in an item to exchange or return, then look blankly at me when I asked for the receipt. Don't count on the business or service having a readily accessible copy.
• If you don't like stuffing your wallet with all those cards, store your account numbers in your PDA or phone. Many organizations have company policies against conducting transactions over the phone without an account number; they can't look you up by name. This isn't because they want to aggravate you; it's because they need to make sure the caller is really you, and over the phone they can't check photo ID.
• If the first person you talk to - probably a sales associate or call center rep - can't help you because of a certain company policy, request to speak with a manager rather than ask the employee to bend the rules. Customer service workers don't say "No" to reasonable requests because they enjoy it for it's own sake. It's because they could get written up for not following strict procedures.
• Finally, if you thank the person who helped you, it'll leave good feelings and help ensure that you get great service on your next visit.