Place Settings--What goes where?

• "The representative just works at the company and in all likelihood they are not at fault for whatever problem you are having. If you find you are getting upset, the best response is to take a breath and say something like, "I am sorry I am getting upset. I know this is not your fault and I appreciate all the help you are giving me." It is a quick way to deescalate yourself and if you have upset them, it also helps them to take a breath."  -Andrea G. 

• "Keep in mind that the person on the other end of the line is human too and to speak as you'd like to be spoken to."  -Marie S. 

• "Describe the issue. State the desired solution. Be polite throughout. Be patient, especially since many front line customer service staff have scripts they need to go through before going off script. It helps if you have lots of time to wait for your issue to be solved and ask to be escalated as high as you need to be until you're talking to someone empowered to help you or provide the final no."  -Sally R.

• "I always start by saying "I hope you can help me out" and then keep them separate from "the company" as long as I can." -Michele M. 

• "Take a breath and be thankful that you are talking to a human. Jot down what it is you need. Remember that your feelings are valid and so are the feelings of the customer service person."  -Joseph S. 

• If "all else fails ask to speak with their supervisor."  -Erica R.D. 

• "I used to be intimidated by conflict management until I saw my Dad in action.He used to have to work this frequently and I came to realize it was just assertive business to be worked out by both parties."  -Beth D.

• "Use their name! Works wonders!  -Eileen D.

• Here's a suggested process from Lisa B.:

1. Write down questions in advance so you don't forget anything and stay focused.

2. Be sure to have all necessary information that will be asked for (account #, pin, name, address, etc.) when you call.

3. Be patient with the automated system before being able to speak with an actual customer service representative. This can be the most frustrating part of the process.

4. Be sure to have pen and paper while on the phone with customer service so you can take notes. Make sure you know what your next steps are, if any, before ending the call. Repeat things back to the rep to be sure you understand things correctly. Ask questions if they are unclear.

5. Prepare for it to take time. You may be on hold for a while or even be told they will call you back when you are the next person in queue.

6. Do not be surprised if you get transferred to someone else/another department in order to better serve you and then you are asked the same questions over again. It can be really frustrating to have to repeat yourself, but be mindful this person does not have the information you just relayed to the previous rep.