How to Get Better Service by Phone

This is the piece I'd love to post on some worldwide blog read by customers and callers everywhere. Doing what I've listed here won't guarantee perfect service but it will greatly increase the chances of a satisfactory outcome in a shorter amount of time.

• If you're calling to solve a complex problem that involves a number of transactions or previous conversations, organize your thoughts first. See if you can summarize the problem and your request in 2-3 short sentences. Jot down notes if it helps you.
• If the situation has been going on for a long time (insurance claims following an accident come to mind) write down the steps you've taken to solve it in chronological order. Better yet, start keeping a log of contacts and correspondence right off the bat if the situation looks like it might involve a lot of time and money. Save any email messages, letters and (do I really need to say it?) bills.
  
• Always get the name of the person to whom you're speaking - always always always! If something needs to be verified, the person who answers your next call will need to know who to ask. If the service rep has to track down an anonymous coworker out of several hundred employees, you'll lose a lot of time.
• Have your account number, card, invoices, letters or whatever you need at hand before you make the call. It will save everyone time. For identity security and privacy reasons, many organizations these days won't look up accounts or give out information without an account number.
  
• If you'll be asking for information, have a pen and paper handy as well.
• When you're on the phone, speak at a moderate pace and give the phone rep the verbal space to respond to you. Many of us tend to talk too quickly (and sometimes too much) when we're upset. However, a barrage of words delivered in a breathless rush won't make sense to the person on the other end of the line.
• Before hanging up, ask the service rep what further steps will be taken. She may not be able to guarantee a specific outcome (big decisions are made by managers, not front-line workers) but should be able to tell you roughly how your request will be processed.
• Keep in mind that the person answering the phone probably doesn't have the authority to waive charges, grant refunds or approve exchanges. If she offers to transfer you to a supervisor, she's not blowing you off; she really can't do anything more.
  
• Finally, ending the conversation with a thank you generates good will. The positive feeling will be passed on to later callers, plus you'll leave a good impression behind you.

May all of us have a stress-free holiday season!