5 Tips for Better Cell Phone Customer Service

CS woman

If you’re having issues with your cell phone or cell phone service and can’t figure out a solution, speaking with customer service might provide a quick fix. Of course, customer service experiences aren’t always the best, so you might dread picking up the phone if you’ve had problems in the past.

However, not all customer service conversations have to end negatively. The trick is knowing how to improve your odds of having a better customer service experience before you pick up the phone.

Here’s what to do the next time you need customer support.

1. Use online chat.

Some people despise contacting customer service due to long wait times. Understandably, you have a life, so you might not have 10 or 20 minutes to wait on hold. Rather than waste time, use your provider’s online chat feature.

Sign into your online account either from your computer or phone app. Once you’re logged in, look for the option to chat with a customer service rep. Using this option may provide a faster response time. Additionally, it might be easier to explain your problem when you’re typing instead of talking. The faster you’re able to solve your problem, the sooner you can move on with your life.

The only downside is you can only use online chat when a representative is available. Some cell phone providers offer 24 hour telephone support, but these companies may not offer 24 hour online chat support.

2. Call during off-peak hours.

When you have a cell phone issue, you want to resolve this issue as quickly as possible. But if you call customer support at busy times of the day, you’ll experience longer wait times, which can add to your frustration.

Instead of contacting customer service first thing in the morning or during your lunch break, wait until the late evening hours when most people are winding down for the day. Not to say you won’t be put on hold at all, but the wait time might be shorter.

3. Practice what you want to say.

Another way to receive better customer service is to be clear and concise about your matter. Take a few minutes and think about what you want to say beforehand. Gathering your thoughts can help you explain yourself better.

Also, avoid using too many words and don’t say the same thing over and over again. Wordy requests can confuse the representative and it might take longer to resolve your matter.

4. Get customer support in-person.

Even though it’s convenient to contact customer service by phone, you can also visit your local cell phone store for in-person help. Some people find it’s easier to explain their issue face to face.

5. Be patient and maintain your cool.

It’s important to maintain your cool if you want to receive better customer service. This applies even if you feel the representative doesn’t understand your issue or isn’t offering enough help.

If you become irate, the representative will be less likely to go the extra mile to accommodate you. As a rule of thumb, don’t contact customer service when you’re upset. And if you find yourself becoming upset during a call, take a few deep breath or ask to speak with another representative. It’s also important to be reasonable. Sometimes, customer service reps are simply unable to accommodate specific requests.

Getting good customer service can be challenging. But at the end of the day, most representatives want to help and resolve your issue. So whether you call, chat or speak with a rep in-person, give them a break. Make sure you are patient and reasonable, which also plays a role in your overall experience.



Posted on Monday, February 12th, 2018