Some words to the wise:
Don’t start the call yelling. No matter what has been going on, or for how long it has been going on, the person on the other end of the phone did not cause it. They are there to help you. Starting off with snide comments or yelling at that person only makes them want to get you off the phone as fast as possible, and not always in the most helpful manner.
Don’t tell them everything you have done already. Unless you are asked. They do this for a living, they do this everyday, all day. Everything you have done did not work, so really doesn’t matter. They will ask you questions, answer those questions as concisely as you are able, without stories of what you did before hand, afterwards, or how frustrated you are.
Don’t use foul language. There is no need for that and it will not make you feel better. It will just get you hung up on. Please remember, these people can see your account. These people leave notes in your account about how each call goes. These people are just people and can be as spiteful and angry as you are. These people have their cable, internet, phone service, electricity, ect. You don’t.
Do not always ask to speak to a manager. The manager can also see how the call went, sometimes the manager was standing over the person on the phone the whole time, or was listening to the call for quality, if you constantly ask to speak to a manager when you call for help, they are going to stop taking you seriously. One day you are going to have a REAL problem that needs a manager and no one is going to really listen.
Listen. Listen. Listen. You have already done everything you could, or you would not have been calling. Don’t go running off trying to fix things until the person on the phone has told you, very clearly, exactly what must be done. Better to ask an extra question than yank cords that do not need to be yanked and have to be walked through putting everything back the way it was. You may be ruining your whole system, and you were just in an outage that will fix itself.
Ask questions, and listen to the answers. Of course you have questions, why wouldn’t you? Your service is not working and you pay good money for it. When will it be back up? What is the problem? Is there anything I can do to fix it from here? Then listen.
Do not have children call in for you. I do not care how smart they are, or how good at whatever it is that is broken they are, they are not authorized to make any changes to your account. If you cannot do it yourself, have an adult friend do so. If you put your 12 year old on the phone, they are just going to want to speak to an adult. Even if you think you are not smart enough to handle it, the person on the other end of the phone can help you. You just have to stay calm and listen.
Ask for credit. Whenever you lose service, you lose some money. They do not stop billing you just because it stops working. However, do not become upset if you do not get it right away. Credit will sometimes require calling back when it is working again. This way you can recieve credit for the whole time you are without, rather than only that small portion. Keep in mind, most companies will only credit you from the first time you call to report a problem AND GET ASSISTANCE. The problem actually has to be resolved, or an attempt to resolve it has to happen. Do not expect credit for less than 12 hours. If you call, and they fix the problem on the phone, you will not get credit for that. If you call, and it is an outage, expect the person on the phone to be willing to tell you how to go about getting credit for that time.
Speak clearly. Don’t mumble into your cell phone. They cannot help you if they cannot hear you. If the person on the phone asks you to speak up, do so. Minimize background noise. Kids have the tv blaring? Go to another room. Do not put the phone to a piece of equipment making a strange noise unless the person on the phone asks you to. Half of the time they cannot hear it, the other half it does not help.
If it smokes, burns, or is extremely hot, unplug it. Then call to let them know something is overheating. Do not wait on hold for half and hour, THEN get told by the person on the phone to unplug it. It could have started a fire by then.
Be in the same room as the problem. Calling from the road because your internet is not working leaves them no way to help you. You have to actually be able to see the equipment. Calling from a payphone because your phone is not working is acceptable, but calling from work because your tv is not won’t do at all. The same goes for calling from a phone that you cannot move around with. If you have to unplug things to get them working again, but you are downstairs, you risk taking to long and the person on the phone will end the call while you are gone. Please keep in mind, they are only allowed to stay on hold for you for so long.
Call back. If you do not think the person on the phone was very helpful, try again. Do not take it out on the next person however, that only promises that they will not be very helpful either. But don’t hesistate to call back and see if the next person says the same thing, of if you have more questions. Most places have 24 hour support lines and the middle of the night has less hold time. However, if three people in a row tell you that you are in an outage, I think you can take their word for it.
Be honest. Lying about what the problem is won’t save you any time or aggrevation. It will only increase it, as the person on the phone will try to fix the problem you state, not the problem that is.
Don’t feel stupid. Remember, the last person they spoke to, the one who spent the whole call yelling but didn’t get their problem solved, was far far stupider than you can ever be. Don’t be that person. As long as you are polite, listen, and do what the person on the phone says needs to be done, you are good to go.
Treat people how you want to be treated. Need I really say more? Take a moment, before you call, to calm down and remember that the person you speak to is there to help you. They are not your verbal punching bag. Do not say things to them that you would be offended having said to you. It offendeds them.
Do not give out your WHOLE social security number. No company should require that over the phone. Most will only need the last four digits to verify that you are you, and not some crazy neighbor who has been digging through your trash. Not comfortable having that information out there? Create a pin number for your account, or a password. However, if you forget it, you will have to go into an office with id to get it changed. Do not yell at the person on the phone because the numbers on the account are not the ones you remember, they can’t change them for you and legally, they cannot access your account. Be grateful for that. That protects YOU.
If someone must come to your house to fix the problem do not leave them unsupervised. Do not leave children to deal with them. These are strangers, no matter what company they work for. I have heard of unsightly holes being drilled in hard wood floors, or a tech cutting through drywall overtop electronic equipment and the dust ruining it all. Worse, I have heard of the person knocking on the door not being a tech at all, but a serial rapist. The woman only got away because her very large son happened to be visiting and in the backyard at the time. If you live alone, or they look shady in any way, ask to see their badge. Every company provides badges for anyone they expect to be coming into your house. Every vehicle a home technican uses should be clearly labled with the name of the company. More often than not, if you have made an appointment, they will call you in advance to let you know they are coming. Be careful!