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Guide to Getting Free SH*T from Customer Service

This is an article written from years of experience dealing with Bell, Rogers, and a couple of other customer service centers.

It will outline how to make it easy for you, the customer, and to help you get something out of it. Can't complain about free credit, money, services, or hardware. You might as well try it.

If you're looking at dealing with any company's customer support via telephone, than keep a few facts in mind.

• these people get tired of dealing with other people like any person would
• they have a certain limit they can give away to certain customers (based on your history and bills with the company; higher bills, greater leniency when it comes to satisfying your demands.
• they are told to manage and satisfy calls to the best of their abilities so that the call does not make it to a manager (truth be told, lower level customer service reps mostly do not mind handing over calls)
• it may not be their money or product they are giving away, but it is their job they could possibly be putting at risk, so be courteous.

So, first off, you should typically have a reason for calling (ex. your 3 year contract with Bell is up and you want to negotiate a new contract). With this in mind, figure out what you plan on gaining (better to aim high so you maximize what you can get, but be reasonable of course) such as features like unlimited browser or even GPS (companies would much rather keep your bills where they are and give you more features, rather than lowering your monthly bill. They're a business so they want more of your money not less).

 With this settled it is time to make the call. The approach you take obviously has an affect on what you come out of the ordeal with so get a feel for the service rep your dealing with and at all times be courteous. Yes, you should be courteous but you should also be firm, assuring, and logical; let them know by the way you present yourself that you two can relate, but by no means get in the position to be given the run around.

When you understand and gain your ground with the rep, explain your situation. The position I've had most success with is the one where I claim that I'm just looking to maximize the efficiency of my hard earned income by getting the best value. Explain that dealing with customer service individuals like him/herself are the only reason you want to stay with the company because of the lack of incentive to stay (you will go where you get the most for your money).

At this point you should describe situations with the company that have been unsatisfactory without sounding like a whiney bitchy customer. Make it known you're just explaining the situation; they're not there for you to vent to, they're there to apparently make your experience with the company as satisfying as possible. So give examples of times when the services you pay for were not functioning and when you called in they didn't seem to care much about satisfying or solving the problem, rather they seemed to just want to appease you and end the call. Say you have no problem paying for the services you use but when they do not work and you're not reimbursed you don't feel equal or appreciated. Look at it this way, if you do not hold your end of the bargain which is paying your bill, you don't get service. So when they are unable to provide a service that their business advertises and you pay for, shouldn't the deal be void? Why should you be paying for it? Especially when you were unable to complete a call or send an sms to reply to your boss, or even worse you were unable to send a file for work or school. Tell them politely to understand the situation you're in. Tell them aspects of your life have relied on the functionality of the service they provide and it has not been reliable.

*Remember that they do make notes on your account(s) about the calls you make to their service center but it is mostly unorganized to the point where they are at times unable to find the notes on the call you are talking about or even the one you just made. Sometimes the notes are not even saved, and seldom do they record your call (I have never had an experience where they were able to bring up my call)

Now, at this point, you should be able to start making requests. Stay firm and don't give way. They most likely will not be able to satisfy everything you ask for but that is expected. If a low level rep is able to give you everything you asked for then you're obviously not asking for enough. If you were socially nimble and impertinent with the rep to the point where you were able to make them feel like you two were "friends" then they will probably be honest with you and suggest talking to their manager after they put in a good word for you. If they do not, then ask to speak to their supervisor. If they claim they are unable to help you then keep going up the ranks (the higher the rank, the higher their pay grade which means the company is paying more to listen to you). With this in mind NEVER be rude, inappropriate, offensive, or anything to that affect. Do not give them any reason to end the call. At some point they will probably apologize and say there is not much they can do. They are looking to end the call. Of course if you've been a courteous respectable individual, they cannot end the call without acknowledgment from you that the call is being ended. Keep the manager on the phone as long as possible if they keep saying they are unable to help you out, then talk about THEIR experiences with the company after you've talked with them about your own. Of course you are still not bitching to them, you are just talking WITH them.

If for some reason the call is ended and you are not successful, call again (this does not at all mean you have lost. This is because making multiple calls has its advantages). This time claim that you were told that certain things would be done (even though maybe they didn't clearly say that) such as the phone you wanted would be covered under your upgrade credit (even if its not and they didn't say that) and that it bothers you that you've been given the run around. Would it not bother you that you weren't given what you were told you would get? Well act that way. At this point where you've made your second call your tactic is he said she said. Explain you were told you would get certain things and they haven't yet been activated so you're calling to find out why there is always a problem. If they say they cannot find the note on the account or anything, just say that's what you were told and you hate how you're finally given what you asked for and of course something on their side goes wrong and screws you over. You can act like a victim without sounding like a complainer.

If none of this works then you may be asking for too much. Aim high but be reasonable.

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