Customer service: getting results

Customer service can feel like a maze of hold music and chatbots. People who get results are usually not the loudest; they are the clearest, best prepared and most politely persistent.

Prepare before you contact them

• Remind yourself of the details: what happened, when and the impact on you; sa.gov.au gives this as the first step.
• Gather evidence: receipts, order confirmations, contracts, screenshots and photos.
• Decide what outcome you want (refund, replacement, repair, apology, correction) and what you would accept as a compromise; sa.gov.au advises being open to compromise.
• Find the right channel on the company's official website or app: phone, webchat, email or complaint form.

During the conversation

• Open with the facts: 'My name is..., my account number is..., on 3 October I was charged twice for the same order.'
• State clearly what you want: 'I would like the duplicate charge of 120 dirhams refunded.'
• Stay polite even if you are frustrated; the agent did not cause the problem and is more likely to help someone calm. StepChange warns that heated calls can turn into arguments.
• Write down the agent's name, the date and time, what was said and any reference number; sa.gov.au and StepChange both recommend this.
• On webchat, save or screenshot the conversation; Citizens Advice says to save the chat and keep it for your records.

If the first answer is no

• Ask calmly: 'Is there anything else you can do?' or 'What are my options?'
• If you are still not satisfied, ask to speak to a supervisor; sa.gov.au suggests this.
• Ask how to make a formal complaint and for a copy of the complaints procedure (see lesson gt-05).
• Avoid threats or insults; they rarely help and can end the conversation.

Useful phrases

• 'Can I check I have understood correctly? You are saying that...' (the NHS suggests a similar check at appointments).
• 'Could you confirm that in writing, please?'
• 'When can I expect this to be done, and what happens if it is not?'
• 'Could you give me a reference number for this conversation?'
• 'I understand it is not your fault. What I need is...'

Choosing the right channel

• Phone is good for urgent or complicated problems, but follow up in writing for anything important.
• Email or a written form creates a record and lets you attach evidence; StepChange recommends written complaints because they let you think about what you want to say.
• Webchat is quick, but save the transcript.
• Social media can get attention, but never post your account number, address or personal details publicly; move to private messages.