When you think of getting through to Customer Services, what comes to mind, a 'brick wall'? Yeah, I had those conversations too, but hey, I've have the other kind also - the ones where the right voice on the other end of the line transmits the right piece of knowledge and a solution then falls into the place; the world becomes a vastly better place, sun breaks through storm clouds and angels sing so on and so forth etc. etc.

Five things to remember

• They are human, and even have feelings!
• If they can help you, they will - Why? Because that makes their job easier and that makes them happier.
• They are in the 'front-line' ... but that doesn't mean the 'front-line of defense', it means, 'front-line of service', which in turn means a 'tact-approach' will work better than an 'attack-approach' (I'm certain you know of some service centres where this could easily be challenged).
• The people manning the phones don't create the company policies in their lunch break, they are just doing what they can within the perametres they're given
• Their brains work just like your does; so building rapport goes a long way and is as easy as it is with anyone else who is human.

So, build a bit a Rapport

• Say hello and ask them how they are...
• Use the world 'help' - human's like to 'help'...
• Avoid the words 'Angry' and 'Frustrated' - it'll arouse their 'amygdala', increase their heart rate and make them less effective at helping you, plus you're an adult, so pull it together!
• Use words such as 'Overwhelmed', 'Confused', 'Concerned' - they evoke more compassionate empathy... and lead to their better understanding of your issue
• Acknowledge their efforts, even if you didn't get a result - it'll make it better for the next person they talk to...

Give it a whirl!

About the author

David Savage is a Leadership Coach based in Wellington New Zealand. He uses a brain based methodology that fast-tracks learning and development that gives his clients the tools and templates to increase their potential and meet their ambitions.