7 things to do If you want the customer service representative to attend to you accurately.

We call into any of the telecommunication call centre to either complain, make enquiry or to make request.

Most times we are at times let down by the way we are attended to by the representative and at times when you call back again into that same centre immediately you dropped the call after being treated unruly by a representative the other one again still treats you like shit.

Kindly know that it is not their fault, most of them applied for the job out of passion and out of choice and that cannot be detected by any HR as most people rehearse so hard in order to be favoured before going for interviews even when not fit for it(lol).

Also know that all of these telecommunication companies cherish time as much as you do and they will not want an agent to spend much time on a particular customer, so they have maximum time an agent can spend with a customer and it counts against that agent when he/she spends more than that time with you(the customer).

When you start spending more than that maximum time, if you are a good observer you will notice the tone of the representative will start changing, telling you to round up systematically, and you the customer who is already angry possibly due to unexpected deduction on your line who is supposed to be treated jealously began to get a harsh treatment from those your recharge cards are feeding after taking much time of the agent, not because the agent is not good at serving you but because there is someone shouting at that representative to be time conscious as it all counts at the end of the day.

Follow this steps in order to get good treatment whenever you call into any telecommunication company's customer service center.

1. Go straight to the point: The customer service representatives are there to assist you, and they will not be able to assist you if you don't know what exactly you want.

Knowing what you want before calling into the centre will make the job easier for the representative and you the caller and it will save a lot of time.

Before you call in, think about what you want or the clue to what you want in case you are not sure of what it is.

2. Choice of language: Most of the telecommunication companies provide you with almost all the major languages in Nigeria, do not be shy to choose the one you can speak fluently in order to avoid confusion and perambulation over just a topic just because you want to show off your skills.

That will only lead you to getting wrong information from the representative when he/she will want to end the call as fast as possible.

Your choice of language can save time for the representative and also make you happy as your issue get solved amicably.

3. Don't be too angry: This is so important. Many call into the call center of their telecommunication company irate due to deduction for unsubscribed services, drop balance, subscription error(data, tariff plan) .

You know the issue here is to stop that service causing deduction, do not be over irate as the representative you are speaking to is already feeling your pains and even before you ask him/her to remove it that representative has already done it, but if you did not call in the representative cannot do anything on your line as you are not known.

If it is other issue just go straight to the point and allow proper investigation to be done as the representatives are there to solve your issues.

You can be angry but kindly know the least the representative can do is to deactivate the service causing deduction on your line, work on other  issues that is giving you headache and nothing more as his/her business is to make sure you stay on the network. The bitter-truth is that if you don't want to stay you will not even call in for assistance.

The best is just to tell the representative to stop the service if you do not want it immediately you call in and save time and also your money because if you get angry uncontrollably you might spit hell upon the representative which might not go well with him/her and might even cause the representative to place more services on your line that will cost you more deduction (that is extremely bad of the representative though) because you have taken more of his/her time as well.

If the issue is that one that will take more time just exercise patience as it will be resolved even if beyond 12hours.

4. Get all needed information ready: This is also vital. You want to do a sim swap for example, if you don't know the requirements you can call in to make enquiry and call back when you have gotten it rather than calling in with half information thereby making the already spent  time useless for the representative even after spending more than the maximum time in order to assist you.

You want to complain about another number and you don't have it with you and you start calling someone far away from you for the number.

For those that call into the call centre often, you will notice your location is paramount, if you don't know any of your local government area, town or state(it happens) just indicate immediately you are being asked instead of racking your brain and wasting more time. ETC.

5. Don't insist to be served by a particular representative:
Don't forget these representatives are also human, once you ask that you want a particular representative to assist you probably because the representative handle your issue beyond your expectations the last time does not mean another representative cannot do better, your insistence can demoralize the representative receiving your call.

Some select gender for assistance. Kindly know that if you request to be assisted by a particular gender that receiver of your call will only ask you to call back and not that he/she will stand up to get the gender you want for you, it is possible the gender you desire picks your call when next you call in, do not be stiff-neck as each representative is qualified to assist you.

6. Concentrate and be attentive:
You save a lot of time for yourself and the representative when you avoid anything that may cause distraction during the period you are calling into the Centre for anything whatsoever.

Also know that as it is important for the representative to be attentive to attend to you, you must also be attentive to listen to what the representative is telling you as you might end the call with wrong information which might make you to call back again and probably the issue might be so bad if you did not listen attentively.

7. Avoid using loudspeaker or earpiece:
Those two will not allow the representative hear you well and avoiding them can save a lot of time and change of mood on the part of the representative.

If you need assistance make sure your phone is in good order.

The above are very important if you want to be happy at the end of the call.

If you do them, i bet you that you and the representative will be happy at the end of the call as you have gotten what you wanted and you saved a lot of time for the representative.

Always remember that the situation of the country makes those that are not qualified(degree-wise and innate ability) for a job to get it at all cost depriving those that are fit which we must all accept as our fate.

You can imagine how it will be when a trained accountant becomes a customer care representative, counting is different from talking from morning till night. Just like some of us prefer calculating than writing stories while in school.

But if you do those things and you are not still treated well then the representative needs to be retrained.

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