In this Knowledgebase
Never Do This When Calling Customer Service – Avoid Legal Troubles, Jail or Worse
- Never use threats
- Do not take your frustration on a CSR
- What to avoid when seeking support
- How not to end up in jail
If you need a customer, it would be best to remember the following when talking on the phone with a Customer Service Representative (CSR). This knowledge base is written from the perspective you never see in other resources. If any of the following recommendations are not followed, it can affect your ability to get what you need from a CSR, or worse, it can land you in legal trouble, jail, or worse.
Never use any threats or language that can be used against you
When you make a physical threat, a CSR can contact their manager or supervisor for support, which means that you could have a company reaching out to your local police for support.
For example, if you say that you’re going to kill the CSR that you’re talking to, this will immediately trigger a CSR or agent to decide if they should call the police. When this is done, expect your call to generate a report to your local police; thus, as a customer, we must avoid letting our anger affect our ability to communicate with a company. Instead, be calm. Nothing defuses a CSR’s tense situation more than remaining calm and composed. If you cannot remain calm, ask someone to speak. If you do not remain calm, it’s possible that tempers can flare up, and you can say things you will regret. If you cannot get someone else to call on your behalf, call when you are most calm and relaxed.
Do not take out your frustrations on a CSR.
Nothing can compound a heated conversation more than taking out frustrations with attacks. Remember that CSRs are nothing but messengers for their company.
Don’t question their accent or ethnic background.
Companies must provide support in multiple languages so that CSR will come from different parts of the world. Thus, if you hear an accent or detect that the one helping you is not from the US, do not let that change how you address a CSR.
Use ad hominem multiple times, get blocked, or worse.
When customers get abusive, a company reserves the right NOT to serve them. You can and will get banned when you become verbally abusive. This won’t make it to the news, but companies need to keep quiet about the abuse they receive from a customer. Part of this concerns companies not wanting negative publicity and their customers resorting to personal attacks to get what they want. Moreover, this protects the customer from possible backslash because it’s not impossible for a conversation to be leaked on social media. Always be mindful that your conversation may be recorded.
Don’t use your speaker.
It can be frustrating when a CSR has issues with hearing your nothing, but this gets compounded when you’re on speaker. Be kind and speak directly on the phone to focus your attention on your customer needs.
If you get busy during a conversation with a CSR, consider calling at a different time.
Did you know that CSRs watch the clock? It can affect a CSR’s overall daily statistics that can determine a monthly or annual bonus.
Politely request all the support you need in the first call
When you set clear and realistic expectations about your needs, there’s a good chance the CSR can assist you.
Take “No” with kindness, but remain firm.
Ask for an explanation as to why you are given a no. Maintain the conversation civil and focused on your needs. If you keep getting a “No” for an answer, ask if there’s any written point of reference you can follow up on in your own time. Unfortunately, it’s possible that what you are asking for is not realistic or reasonable.