Make Customer Service Calls Work for You

Southwest Airlines is successful because the company understands it’s a customer service company. It also happens to be an airline. 

-Harvey Mackay

Afraid to make a call to customer service? 


Years ago, I read a compelling account of success in handling customer service issues and was transformed from the angry guy making threats to the customer rep’s new best friend.  My new attitude brought great results, like the time I dialed up Verizon Wireless about a malfunctioning cell phone (one I accidentally put through the wash cycle), they effectively paid me (via a dollar refund and free headsets) to replace it. 

Want to use this same magic? Here is how:

1.     Be Respectful:  Make them feel important and validated.  Ask them their name, if they did not give it, and use that in the conversation. 

2.     Show Gratitude: Thank them for what they’re doing. If they feel you appreciate their efforts, they’ll work harder for you.

3.     Recruit Them:  Use terms like “we” and clearly state your objective so you can turn the call into a mission, with the representative committed to helping you accomplish it. 

4.     Remain Calm:  Avoid trigger words, anger and any swearing.  Otherwise you risk losing the bond you created.  Maintain the position of being empowered to get what you, as the customer, deserve. 

5.     Communicate Your Determination:  Be clear that you are not going anywhere until your mission is accomplished.  Be clear that you are not taking any brush off.

6.     Escalate:  If you are not making progress, then escalate: ask to speak to a manager.  Many representatives are judged by the number of calls referred to managers or supervisors, so asking may prompt them to be more helpful.  

This approach takes practice (and patience).  

However, it is quite effective, so you are likely to see good results. Good luck!

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