New insider tips reveal the tricks that will help you get through to customer services quicker (and the ones that will waste your time).
Following research which shows the average Brit wastes up to 28 minutes waiting to get through to a customer services department, experts at ultrafast broadband provider, Trooli, which conducted the research, have shared their advice for getting your issue resolved quickly.
What works:
- Using the magic chatbot phrase
“Our research found that companies are increasingly using virtual chatbots to help handle helpdesk enquiries.” says Angela Keepax, Customer Onboarding Team Manager at Trooli.
“They’re a great tool for getting quick answers to simple questions, but when a chatbot isn’t providing you with the information you need, it’s infuriating. Luckily, there are some phrases that can help get through to a real person. Try typing:
- Speak with representative
- Transfer to live agent
- Talk to person
- Agent assistance
- Contact support.”
- Calling at quiet times
The time of your call can also make a difference, according to Angela: “Good customer service departments should be reachable without excessively long delays at any time of the day. But our research shows that, sadly, this isn’t the case for all organisations, with many Brits facing long waits to speak to someone who can help.
“If the company you need to speak to is proving hard to reach, try calling during off-peak hours. 9am-10am and 5pm-7pm, are the busiest times for many call centres, so you’ll have a better chance of getting through in the middle of the day. If you continue to struggle, consider whether your answer could be solved via an online agent or chatbot instead.”
- Making friends with the agent
Customer Service Leader at Trooli, Nana Yazaki, highlights the importance of being friendly with your agent: “It’s true that being nice can help fast-track your query. Whilst it can be tempting to vent your frustrations during the call, this diverts attention from the issue you phoned about and takes additional time. Being friendly and polite to your agent and working together as a team to solve your problem will almost always result in a faster resolution.”
- Preparing before you dial
No matter which company you’re calling, spending a couple of minutes preparing for the call could save time in the long-run.
“Having important details, like your order or account number, to hand can reduce the amount of time you’re on the phone and get you through to the right department quicker.” Says Nana.
“If you share the service with other people, check that you are the named account holder before calling customer services. Companies may not be able to disclose information to anyone else without permission, so you could risk wasting your time.”
What doesn’t work:
- Can I speak with your manager?
Trying to speak to someone more senior isn’t always a fast-track to resolution. Angela commented: “Training varies from company-to-company, but most customer service agents will be more than equipped to handle your issue. So, always think carefully before deciding to escalate your call. By asking to speak to a manager, you could lengthen the time you spend on the phone for no reason.
“The best customer service representatives truly want to help, and will do everything they can to help you with your query or issue.”
- Pressing 0 repeatedly
Repeatedly pressing 0 once your call is connected is an old trick that can sometimes force you through to a representative to help with your query. However, this may do more harm than good, according to Angela: “While automated phone menus can take a little time to listen through, this ‘hack’ often means you are put through to the wrong department. So, you end up wasting time explaining your issue to someone who can’t help. Instead, press 0 as a last resort if no other automated options seem appropriate.”
- Lying about the reason for your call
“Giving a false reason for your call is another ‘hack’ that often results in you explaining an issue to the wrong member of the team, who may then have to transfer back into the queue you would have joined anyway. Being honest, clear and concise about your problem or query is always the best option, and will mean you’re connected to someone who can actually help faster.” Said Angela.
Fed up with your broadband provider’s customer service? Find out if your home is ready for a switch to Trooli.
