Calling Customer Service Is a Pain

Calling customer service is a pain; it is an immediate blood pressure raiser.

It didn't start out that way, but calling customer service is a pain. It is as aggravating a chore we face. There are 43 billion calls every year to call centers. That averages out to 143 calls per person per year. All them calling customer service and nearly all hanging up frustrated.  Is there a better way? Perhaps, journalist Emily Yellin has written a book entitled Your Call Is (not that) Important to Us. The Frugal Yankee spoke with her. You can her the entire interview at Frugal Yankee.com, but here are 6 tips to help navigate the byzantine world of call centers.

Tip #1: DOCUMENT ALL CALLS
Before you begin, take a deep breath. Then grab a pen and a pad of paper. Document every thing - time you called, name of the person, topics, agreements. Read them back to be sure there is agreement.

Tip #2: IT'S BUSINESS, DON'T GET PERSONAL
The problem maybe frustrating as all get out, but remind yourself, and the agent, that insults, disrespect and unwarranted criticism will get neither anywhere. Take a dispassionate business-like approach.

Tip #3: GET THEM TO WORK WITH YOU
Maybe this is impossible, but try to get the agent to work with you. Most calls start off with both sides expecting the worst. Try a few pleasantries and then begin. Both of you should be mindful that it is in the best interest of the company to resolve the dispute. If you are reasonable, they should respond with reason.

Tip #4: USE YOUR VALUE
Every Frugal Yankee knows how to annualize costs, do the same here. If you are disputing a cell phone bill and your bill averages $70 a month, that translates $840 a year. If you've been a customer for three years, that adds up to over $2500. Remind them you are not getting paid to call them with a problem. However, the agent is getting paid to resolve problems. One word of caution, don't get to uppity about this, it could backfire.

Tip #5: DIFFERENT COMPANIES, DIFFERENT ATTITUDES
Companies, like people, have different personalities. Some companies view customer service as a nuisance. Others are more enlightened and understand good customer service builds bridges.

Tip #6: THE HIGHER POWER
The higher power is not some vengeful deity, but rather a supervisor. If that fails there are emerging web sites like consumerist.com or GetSatisfaction.com which can be helpful. Another tactic would be to buy a few shares of stock and call Investor Relations. They can find ways around some intractable problems.

Let's face it, calling customer service can be a drag, but if you apply these rules maybe your blood pressure will not hit dangerous levels. Maybe, just maybe, you can get your problem resolved.

Thanks to Emily Yellin for her help in devising these 6 tips. You can find out more about Emily and Call Centers in our podcast with her. Head over to Your Call is (not that) Important to Us at FrugalYankee.com.


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From traditional tips to savvy perspectives, the Frugal Yankee knows how to enjoy life and spend less. Find out more by going to FrugalYankee.com. Be sure to check out Hollywood Breakdown in Gather's Movie Essential for some smart takes on the film business.