If you have a technical issue with an electronic or online service, make sure you can clearly state what it is. Technical support usually needs as much information as possible to help provide you a solution. If you are disputing a charge, make sure you’ve gone over the bill and come up with a rationalization for why you think the bill is wrong. In any event, make sure to have it clear in your mind what resolution will make you happy, and what resolution is reasonable. [1] X Research source [2] X Research source

Waiting 10-20 minutes to talk to an agent. Speaking with the agent for 10 minutes. Being transferred to another department and re-explaining your issue. Escalating your issue to a supervisor, waiting for the supervisor, and then explaining your issue to the supervisor. Keep in mind the time of day you are visiting or calling, as some times are busier than others.

Be prepared to give the call your full attention. Don’t call while you are driving. Don’t call from a distracting environment. Try to avoid making the call while your walking around a busy road. [3] X Research source

Be prepared to enter or say your account number, ticket number, or the last four of your social security number. Talk clearly. Sometimes you’ll actually be able to get directly to a representative if you press “0. ”

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.

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. [4] X Research source [5] X Research source

“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. "

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.

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.

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. [6] X Research source [7] X Research source

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. [8] X Research source

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. [9] X Research source