Calling Your Internet Service Help Desk

Some of the most frequent customer service complaints come from cable or internet companies.  Calling customer service can be frustrating with any industry, but for some reason internet companies seem to get all of the negative feedback.  Finding a company with great customer service is key, but there are other reasons that people can sometimes lose patience.  Luckily, as a consumer, there are things you can do to make your customer service experience go smoothly.

           

When you have an interruption of service or an issue you need to have resolved, think of your calling time in terms of a service appointment.  When you go to a car garage, you schedule an appointment that is convenient for you to have your car looked at.  The great thing about call service centers is that you don't need to work around them too much- you just need to schedule an appointment with yourself!  If you are in a rush, chances are not much will be resolved, because you won't be able to listen.  Schedule your customer service call as an appointment, and give yourself at least an hour to speak to the representative, account for hold times, and understand the response you're given fully.

           

Be patient and polite when speaking to your representative.  They talk to hundreds of people a day, and are listening to your issue for the first time.  It may be that they need a minute to consult on or look up the details of your concern, so try to give them time.

           

Also, don't be afraid to ask questions.  Even if you cannot get an immediate answer, someone should be able to help you.  Having a light understanding of what caused the issue, as well as how and when it is going to be fixed is important.  Don't allow a generic answer if you have a specific question.  Dig deeper, and try to learn from the experience as much as possible.  If your representative is not able to answer all of your questions, they can refer you to a manager or send a service professional to work through the issue with you.

 

Sources:

Tech Sherpas