Customer Service

Controversial POV: 
Maybe talking to customer service reps on the phone isn’t so bad… 

Sometimes we love an experience even before it happens…like going to an amusement park or getting a mani-pedi. Our thoughts around the activity are buzzing with positivity, often making them even better than we expected. But, what if the opposite is true. What if things like calling in to a help desk have been made out to be worse than they actually are. This week, we are talking about bringing awareness to your mindset before making that call to your internet or insurance provider. If you’re going into it with a ‘vibe’, that’s likely how it will go — let’s make that vibe a bit more hopeful and optimistic. They are, after all, there to help. 

Rather than leaning into old, maybe unfair, expectations that calling any customer service line will be torturous, let’s start fresh and change it up. Keep an open mind, be kind, and remember they’re a person just doing their job.

In this episode, we offer a few ways to change the script when it comes to call customer service:

1. Get your mindset right before you call. Go for a walk, do something that brings you joy.
2. Remember your both humans and deserve a little patience. Take a deep breath as the rep enters your address and pulls up the account. These things really do take time and they can only work within the system they have. 
3. Whatever your issue is, it was not caused by this rep. They are here to help. They don’t make the rules or write the bills.
4. Learn their name and use it! Say hi, how are you, hope you’re having a good day…before you launch into your complaint. Studies show you get a better result when you’re nice.
5. Smile! It’ll lighten your mood and bring some good energy to the call.
6. Tell them when they did a good job or fixed your issue. Even if things aren’t completely resolved, thank them for their time and acknowledge that they did what they could. And, leave a positive review, if prompted!

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And, send us your stories or an idea for an episode! Our email is HowtoSayHiPod@gmail.com.

Cover art and graphics are by the kind and talented Brent McCormick.
Thanks to The Wimps for the theme song and other music you hear on this podcast. The Wimps released a new album last month! Listen to Pillow and Blankey.