Some Tips When Phoning Customer Services
Top tips when calling customer services
Before you call, always have any information you need available. This will include the likes of your account details (such as how you log into Paypal or otherwise identify yourself with the company) and any other details about the nature of your call. If you’re calling about payments or other transactions, have these ready and in front of you before you call.
Ask Simple Questions
Secondly, don’t ask too many question up front. If you need specific information from the company, or need to do a specific action, then make this your focus. Explain any background information if you need too – if you’re trying to cancel a payment, for instance, simply state which payment this is – then state what you need.
If you have more than one query or request, mention this at the start but work through things one item at a time. The speaker on the other end will likely ask “is there anything else I can help you with?” and this is your chance to work through your next item.
Be Precise and Polite
The key to any UK phone call is to keep the conversation simple, targeted and polite. It is better to say “hello could you please do this” than to rant about why. If you are not met with success, then you can go into better detail.
In other words, if you’re calling about a false payment that need to be cancelled, it is better to state “I need to cancel a payment that wasn’t my fault” than to go in detail. Details are needed if asked for, otherwise you’re just passing on access information to the member of staff in question. If you want them to do their job, it’s best to give them exactly what they need or ask for, and little more.
Finally, always keep a record of your interactions. Make a note of who you spoke to, what time and how many times (if at all) you get transferred. This makes it easier if you need to make a follow-up call.