All Annotations of Hardballs: How To Mind Control Customer Service Reps[Preview]

saved by7 people, first byAdam Skinner on 2008-01-11, last byBoris Smus on 2008-04-27

• 1. Always maintain a calm, collected tone
• 2 . Before you call, outline the situation for yourself, and decide how you want it solved
• 3. Always get the name of the person who answered the phone, even if you speak to them for only a moment
• 4. When you get a CSR on the phone, immediately ask to speak to a supervisor
• 5. Once you are connected with a supervisor, introduce yourself, and then inform the person that you have a situation that they are going to fix
• 6. Explain your situation in a calm, even tone. Do not pause for them to respond until the entire situation/story has been told
• 7. If the supervisor insists that your solution is outside of policy, ask for the full policy
• 8. Listen carefully to the policy, then scan your list for solutions that fall within it
• 9. At this point the person should be working with you for a solution. Continue to keep a calm tone until you reach an acceptable solution
• 10. You SHOULD now have a solution
• 11. If longer than the specified time goes past and the solution has not gone into effect, call the same number and ask for the person by name
• 12. Keep your tone even. Introduce yourself immediately and ask to speak to a person who can solve your problem
• 13. When you are connected, introduce yourself again. Repeat step 6