Let’s be honest, nobody wants to call customer service. The thought alone can bring up feelings of dread—endless hold music, robotic voices, and the frustration of repeating your problem over and over. It can feel like a battle you’re destined to lose before you even pick up the phone.
But what if I told you it doesn’t have to be that way? What if you could turn that dreaded call into a surprisingly positive and productive experience? It’s totally possible! With a few clever strategies, you can navigate customer service calls like a pro and get the resolution you need without losing your cool.
This guide is your secret weapon for conquering customer service. We’ll cover everything from the best times to call to avoid long waits, how to get a real human on the line faster, and tips for making sure your issue gets resolved. Let’s turn that customer service frown upside down!
Timing Is Everything: When to Make the Call
Have you ever felt like you’ve spent half your day on hold? The time and day you call can make a huge difference. Call centers have peak hours, and avoiding them is your first step toward a better experience.
The Best Days to Call
According to data from Talkdesk, Wednesdays and Thursdays are the golden days for calling customer service. These midweek days typically have the shortest average wait times, around 37 seconds. In contrast, Mondays are the busiest, with wait times that are 16% longer. If you can, avoid making that call on a Monday when everyone else is trying to sort out their weekend issues.
Interestingly, Sundays also have shorter wait times, about 19% shorter than average. So, if the company offers weekend support, a Sunday call could be a smart move.
The Best Times to Call
Mornings are your best friend! Call center wait times are a whopping 70% shorter in the morning, specifically between 5 a.m. and 12 p.m. The longest waits happen in the afternoon and evening, from 3 p.m. onward.
So, the ultimate pro tip? Try calling on a Wednesday or Thursday morning. You’re much more likely to get through quickly and start your conversation on the right foot.
How to Dial a Human on the Phone (Fast!)
One of the biggest frustrations is navigating the automated phone menu, often called an Interactive Voice Response (IVR) system. It can feel like a maze designed to keep you from speaking to an actual person. But don’t worry, there are a few hacks you can use to break free!
The Classic “0” Trick
This is the oldest trick in the book for a reason! When you’re prompted to select an option, try pressing “0” repeatedly. Many systems are programmed to redirect you to a human operator when this happens.
The “0#” Hack
A variation of the classic trick is to type “0#” three times (0# 0# 0#). This can sometimes confuse the automated system enough to transfer you to a live agent.
Speak Gibberish or Say “Complaint”
If the IVR asks you to describe your problem, try speaking gibberish or just repeating the word “complaint.” When the system can’t understand you, its default is often to send you to someone who can—a human!
Choose a Different Department
Sometimes, departments like “New Service” or “Cancel My Account” are staffed with more agents to handle sales or retention. You might get a quicker answer by selecting one of these prompts. Once you have a person on the line, you can politely ask them to transfer you to the right department. Just a heads up, this might not be the best approach for sensitive situations, like a medical issue.
Use a Service to Wait for You
Don’t want to wait on hold at all? There are services for that! Websites and apps like DialHuman or DoNotPay can do the waiting for you. They’ll call the company, navigate the phone tree, and then connect you once a live agent is on the line. How cool is that?
You’ve Got a Human! Now What?
Congratulations, you’re talking to a real person! This is where you can truly make a difference in the outcome of your call. How you communicate can turn a potentially frustrating conversation into a successful one.
Be Prepared
Before you even dial, take a few minutes to gather your thoughts and any necessary information. Research from Zendesk shows that 40% of customers try to find answers themselves before calling. Do a little troubleshooting beforehand and jot down what you’ve already tried.
Have this information handy:
- Your account number
- Order or confirmation numbers
- The credit card used for the purchase
- A brief timeline of the issue
Being prepared shows the agent you’re serious about resolving the problem and saves both of you time.
Be Polite and Patient
This one is so important! Remember that the agent on the other end is a person, just like you. A little kindness can go a long way. Agents are much more likely to go the extra mile for someone who is polite and patient.
Even if you’re frustrated, try to stay calm. Use phrases like, “I know this isn’t your fault, but I’m really hoping you can help me.” Using “we” instead of “I” can also create a sense of teamwork. For example, “How can we solve this problem together?”
Build a Connection
Try to establish a bit of a personal connection with the agent. Using their name during the conversation can make the interaction feel more personal. For example, “Thanks for looking into that for me, Sarah.”
Explaining the trouble the issue has caused can also build empathy. Instead of just saying, “My internet is down,” you could say, “My internet is down, and I have a big work deadline today, so I’m feeling really stressed.” It helps the agent understand the urgency and impact of your problem.
Communicate Clearly
Avoid technical jargon or slang. Speak clearly and explain your issue in simple, straightforward terms. If the agent uses a term you don’t understand, don’t be afraid to ask for clarification!
A great technique is to repeat the issue back to them after you’ve explained it to confirm you’re on the same page. This is part of active listening, and it ensures there are no misunderstandings.
When Things Get Tricky
Sometimes, a call doesn’t go as smoothly as you’d hope. The agent might not be helpful, or the issue might be more complex than you thought. Here’s how to handle those tougher moments.
Ask to Speak with a Manager
If you feel like you’re not getting anywhere with the agent, it’s okay to politely ask to speak with a supervisor. You can say something like, “I appreciate your help, but I think this issue might need to be escalated. Could I please speak with a manager?”
Remember, companies know that keeping an existing customer is much cheaper than finding a new one, so they are often motivated to resolve your issue.
What if You Can’t Get a Resolution?
Sometimes, an agent simply can’t give you the answer you want. If that happens, ask if you can stay in touch with the same agent for follow-up. This avoids you having to re-explain your situation to someone new.
If a request can’t be fulfilled, a good agent will offer alternatives. Be open to hearing them, as they might present a solution you hadn’t considered.
Handling Emotional Calls
If you’re feeling angry or upset, try to take a deep breath. Let the agent know how you’re feeling, but try to avoid yelling or being disrespectful. A good agent will let you vent and will listen patiently. If you find yourself getting too heated, it’s okay to say, “I’m getting frustrated. Can we take a moment?”
On the flip side, customer service agents are trained to handle emotional callers by staying calm and not reacting. They should never downplay your concerns. However, they also don’t have to tolerate abuse. Keeping the conversation civil is always the best approach.
After the Call
Your work isn’t quite done once you hang up. A few final steps can ensure the resolution sticks and you acknowledge the help you received.
Confirm Next Steps
Before ending the call, summarize the solution and any next steps. Ask for a reference number for your call and the agent’s name or ID number. If they promised a follow-up, confirm when and how you should expect to hear from them. A quick follow-up email summarizing your conversation can also be a great way to have a written record.
Show Your Appreciation
If an agent was particularly helpful, let them know! A simple, “You’ve been so helpful, thank you!” can make their day. Many companies send follow-up surveys. Taking a moment to fill one out and give a positive review is a fantastic way to show your appreciation. You can even post about your positive experience on social media or review sites.
A Better Call Experience Is Possible
Calling customer service doesn’t have to be a nightmare. By being strategic with your timing, prepared with your information, and polite in your approach, you can transform the experience. You’ll not only get your problem solved more efficiently but also leave the conversation feeling heard and respected.
So next time you need to make that call, remember these tips. You’ve got this!
Frequently Asked Questions (FAQs)
What are the key components of a good customer service call?
A good customer service call really comes down to three things: the agent understands your problem, they resolve it quickly, and you walk away feeling happy and satisfied. Clear communication and a sense of being cared for are huge parts of this.
How can I make sure the agent understands my problem?
The best way is to use active listening and confirmation. After you explain your issue, you can say, “Does that make sense?” or the agent might rephrase your concern back to you. This ensures everyone is on the same page from the start.
What should I do if I’m put on hold for a long time?
First, an agent should always ask if it’s okay to put you on hold. Ideally, you shouldn’t be on hold for more than two minutes without them checking back in. If it’s been longer, and you have the option, you could hang up and try the callback feature many companies now offer.
What skills are most important for a customer service agent to have?
Patience is a big one! So are emotional intelligence, clear communication, and strong problem-solving skills. The ability to stay calm under pressure and show empathy really makes a difference, especially during high-stress calls.
Why is follow-up after a call so important?
Following up shows the company is committed to you and your issue. Even a simple email summarizing what was discussed or confirming that your problem is solved can create a lasting positive impression and build brand loyalty.
What are some things a customer service agent should never do?
An agent should never downplay your concerns, interrupt you while you’re speaking, rely too heavily on a script (which makes them sound robotic), or give you an answer they aren’t sure about. Honesty and attentiveness are key!
How can companies make their customer service calls better?
Companies can invest in quality technology.
