18 Tips to Improve your Chances with Nellis Auction Dean Martin

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5. Have all of the information and supplies you’ll need to talk to the representative. This includes information related to your account, your transaction, or your reservation. This is to ensure that you are the owner of the account. This is often a required information. In addition, have:

• A sheet of paper.
• A functional pen/pencil and paper at hand so you can write down important information.
• Your wallet and credit card information in case they need to make an adjustment or credit your account.

6. Call or visit early in the morning if possible. The most coveted shifts are those with start times of between 7am-10am and are usually filled by tenured agents who have the most knowledge and can assist you in a timely manner. These agents will be able to give you the best service and hopefully resolve any issues you have.

7. Speak in a friendly tone of voice and have a positive attitude. Even if your issue is very frustrating, do not become abusive or belligerent. It is extremely frustrating to an agent to have somebody on the phone who is screaming, yelling, and swearing at them. It is less likely the agent will go out of their way to help you if you’re belligerent.

• Maintain a professional attitude and tone of voice that is conducive to business no matter how frustrated you are.
• Say “please” and “thank you” when appropriate.
• Avoid getting snappy if you don’t like what they’re saying

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8. Make statements that demonstrate your dissatisfaction. While being polite, you need to be assertive and confident. You should articulate your dissatisfaction in a forceful way and communicate that you want the best service possible. Consider statements such as:

• “I believe that my business is being taken for granted.”
• “As a loyal customer, I deserve the best customer service.”
• “I’m sure that you [the customer service representative] will go above and beyond in order to make me a satisfied customer.”

9. Explain your problem to the agent. This is perhaps the most important part of the phone call. If you don’t properly explain your issue, it can’t be resolved. In a very clear and concise way, explain the problem or your issue to the agent.

• Talk slowly and clearly.
• Don’t make assumptions about what they know or don’t know.
• Include specific examples about your issue.
• Ask them to restate your issue after you’re done explaining it.

10. Understand the limits of the customer service representative. Customer service representatives are just that, representatives. They represent the company and are there to engage with you and to work within the policies set forth in order to, hopefully, achieve a fair result for both parties.

• Customer service representatives cannot typically overturn company policy or make “exceptions.”
• Most representatives have rules that they need to adhere to.
• Agents have metrics that they need to adhere to, which means they may have specific scripts they must read to you, or they may have a specific call time they must maintain.
• An agent cannot spend hours dealing with your problem. They must maintain an average handle time.
• They may be required to pitch certain new services/items to you.

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11. Escalate your issue to a supervisor, if you feel you’re not getting the service you deserve. If the agent you are speaking with seems unwilling or unable to help, ask to speak to their supervisor. Often times, only the supervisors are made to make “exceptions” to company policies. But remember:

• Supervisors are not employed just to deal with customers all the time.
• You might have to restate your situation to the supervisor.
• The supervisor might fall back on the same policies that the initial representative did, and you might not be happy with this.
• Be polite. Supervisors are people, too.
• Set the tone of the conversation by telling the supervisor that you are confident that they will leave you completely satisfied.
• If you’re not happy with how that supervisor is treating you, thank them, and call back or revisit the office later. You might wind up getting someone else who can be more helpful.

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12. Get details about the agent. This is important for both if you’re happy with the agent’s resolution or if you’re unhappy with how they treated you. If you’re satisfied, this is your insurance that the agent’s promise will actually be implemented. If you’re unsatisfied, you’ll be able to refer to the agent or supervisor when you further escalate your complaint. Try to get the following information:

• Ask politely for the agent’s name or employee ID: “May I please have your name and employee ID?”
• Similarly, politely ask for the call center location, if you choose to call.
• Make sure to get a case number or ticket number.
• Write down the date and time of day you called or visited.

13. Ask the customer service agent to make a detailed note in your account. Before hanging up, make sure to ask your agent to make a detailed note in your account about your dissatisfaction. The better you treat them, the more accurately and fully they might represent your position. This could help later agents or supervisors in their effort to provide you with satisfaction.

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14. Escalate your complaint further. If you’re still unhappy or your issue is not resolved, write the corporate office. You can usually get the corporate office number and address by asking an agent or visiting the company’s website. Oftentimes, companies that deal with many customer complaints, like cable and internet companies, will have specific departments reserved for resolving problems with customers who have already gone through normal customer service steps. Chances are, you’ll have more luck with this route.

• Write the president of the company.
• Write the president or director of customer service for the company.
• Email customer service or an executive with the company.
• Locate a special department that is dedicated to dealing with unresolved problems. Often times, the normal customer service department will not give you the contact information for this department. You’ll have to dig around the internet or call the corporate office for it.

15. Lodge a complaint with consumer sites or the Better Business Bureau. If you’ve had a bad customer service experience, don’t be afraid to write a bad review or lodge a complaint with the appropriate organization or website. While this might have little impact, if a lot of customers do the same thing, the company or organization might take notice and improve their customer service approach. There is also a chance that the company might be watching these review sites, and might respond directly to you there.