Step 1 - Dealing with Customer Services

Often the only way to contact customer services is by phone. This is often a lengthy process, waiting in cues and navigating your way through endless menus. When you've eventually been put through to a real person, stay calm, clearly state your customer references, and explain the issue in a slow, clear and un-complicated manner.

Make sure that the situation is being noted and, if transferred to another line, request that the conversation, up until this point is noted and their next colleague is briefed.

Take notes of all names and departments.


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Step 2 - Elevating the issue

If your issue is un-successful at Customer Services Representative level then try and elevate it to a senior representative, a department manager. This should help in getting yourself heard and dealt with.


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Step 3 - Multiple-calls - ongoing issues

If your issue is still un-resolved even after Step 2. You may be in a situation where you're being passed from pillar to post, talking to multiple departments and people. It is essential that you note down ALL names, departments, call times and outline conversations. This will keep a record of the situation from your end. You should also request, on a continuing basis that notes are taken at their end and that these are read back to you for proof.


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Step 4 - Your Call May Be Recorded

'Your call may be recorded' - we've all heard that line when starting a conversation with a customer services representative. It's actually a pretty powerful line if you think about it - in some instances it's justified for 'training purposes' and other times it's used as an undercover deterrent to fraud.

Did you know that you too can record your calls? There are numerous ways of doing this, one of the easiest ways is by using Voice Over Internet Protocol (VOiP) calling. This is an ever-increasing telephone technology that's free and simple to use, and the major advantage of this is you can record calls with ease.

Why would you want to record your call?

Sometimes customer service calls can be so infuriating and stressful, you can't quite believe the conversation you've just had, you often can't note down to the level of detail required to write that letter to the manager - recording calls will allow you to review conversations and make sure that you've got the message and situation right for your next step...

How can I record my calls?


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Step 5 - Writting a letter of complaint

This is often their way of putting you off, or giving you access to the departments not available over the phone.