1:06PM Sarah Stokely | While many call centres these days record support calls, it can help you to keep them accountable (and keep track of your account details) if you keep notes on any support calls you make.You don’t need a word-by-word transcript, but here are some basic facts you can note down:
the date and time of your call
the name of the operator
any specific details related to your call such as dates, times, or payment amounts discussed
if they say anything which seems odd or wrong to you, make note of it. For example, a staffer at one ISP told me it didn’t matter what phone provider I used, I’d be able to get their internet regardless. It seemed odd, and sure enough, when I rang back the next day to connect, I was told that I had to be with Telstra or a Telstra wholesaler to get their service.
Having these notes to hand can make any followup support calls much easier for you and the company you’re calling.
My other advice is to ask questions to clarify anything complex, and repeat it back to them. Saying “So if I understood you correctly, the situation is…” can help make sure you’re both on the same page.
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