Comments on: Phone + Customer Service = Scared Cap

By: Madame X

Madame X — Tue, 07 Mar 2006 21:51:31 +0000

That was so funny… I’ve had moments like that too. I used to have a phobia about calling to order a pizza!

By: Cap

Cap — Fri, 03 Mar 2006 20:57:15 +0000

Cheapo: yeah I’ve done a few of those, namely the cable internet one. I haven’t try with my cell phone yet so I’mma do that when the contract ends.

Him: I don’t drink. It’s unfortunate really because I’m finding that lots of situation works well by having a drink before (or after).

Mike: I definitely try the reasonable approach – and hope that they can fix my problems.

jim: well I think like most people, I don’t enjoy conflicting situation, but its mostly on the phone only. especially to strangers. I’ll think about some of those questions, but I dont think those are the problems.. it somewhat relates to cold calling people, I think.

Jonathan: oh seriously. I went to the gyms with friends who wanted to sign up before, I always bail out on my friend.. “ah, I’ll be at the snack bar.”

By: Jonathan

Jonathan — Fri, 03 Mar 2006 17:50:54 +0000

Dude, try looking for gym memberships. Saleperson in 250 lbs muscle-bound body = scary.

“Do YOU want to be FAT? You NEED this gym! That other gym? It SUCKS!”

I don’t even want to know how bad it would be to try to cancel a membership.

By: jim

jim — Fri, 03 Mar 2006 17:14:42 +0000

I have found the same about customer service reps. Some are great, some not. It is important to be polite and learn to ask for things, you’ll get them. Then build off your successes. A bigger question though is, why the anxiety? I found found stuff like that is rooted in previous (rotten) experiences or beliefs. Do you have a tough time resolving conflict situations? Do you need to work on healthly boundaries? Do you love yourself(without false pride – just respect) to fight for yourself, stick up for yourself, and beleive that you can have good things? Once you get through those issues, the issues on the inside, the issues about your identity and how you see yourself, the CSR stuff will fall into place.

By: Mike

Mike — Fri, 03 Mar 2006 15:03:33 +0000

I used to work in CS. I hated answering calls, always dreading the inevitable conflict. Most of the time if you’re reasonable and asking for something within the agent’s power they’ll give it to you so you’ll go away. Some agents are more by the book than others. I wasn’t paid enough to care.

After a certain point of calling and escalating to supervisors it starts to cost the company more in wages and 800 charges to tell you no than it does to give you credits, refunds whatever.

By: Him (Make Love, Not Debt)

Him (Make Love, Not Debt) — Fri, 03 Mar 2006 14:40:13 +0000

Take a shot of (your favorite liquor here) before you call. It’ll calm your nerves.

By: Cheapo

Cheapo — Fri, 03 Mar 2006 14:19:38 +0000

CSRs, particularly when repeat service contacts are involved (e.g., cell, DSL, etc), are taught about retention techniques. Most service departments have specialized retention CSRs, in fact, who can give you bonuses to stay with the company. About once every 6 months, I call all my providers and squeeze all sorts of stuff out of them. Off the top of my mind, here are some examples:

1. $20 discount on WSJ online renewal

2. Free month’s cell phone credit (in addition to an already ridiculously good plan)

3. $5 off per month for 6 months from DirectTV

4. $17/month DSL charges (down from $30/month) from Verizon

5. Free 7500 frequent flyer miles from Citibank after threatening to leave them for Chase

That’s all I can think of right now. My point: you should learn how to squeeze the CSRs for free stuff. It’s Lesson 101 in frugality.