Get Better Customer Service Support With A Little Reciprocity

After pressing what feels like the telephone equivalent of the Konami Code, then waiting on hold forever, the last thing you want is an unhelpful phone agent. To help ensure you get what you need, use the norm of reciprocity.

Photo by vima.com.

Psychology Today writes that the norm of reciprocity is a "powerful factor" when dealing with customer service agents. Here's how it works: Before you get to your toughest request (assuming you have more than one), inform the agent that you think they're doing a good job and that you would like to relay as much to his or her supervisor. Then be sure to get both the agent's name and supervisor's contact information before proceeding.

According to the Psychology Today folks, this trick will provide the agent with more of an incentive to help you out—because they'll feel indebted to you, but also presumably because you have their name and supervisor's information on hand in case they're not helpful. Also remember to document your conversations and become a better customer yourself to improve your odds of getting good support.

Have other suggestions for effectively handling phone reps? Have you tried this idea before? Tell us about it in the comments.

Trouble with Customer Service Agents? [Psychology Today via Consumerist]


Comments

    This only works if you have two+ requests.

    -sigh-

    If only customers would do stuff like this more often.

    I'm a member of the phone support for a certain well known phone, and I can vouch that if a customer is nice to you, you're much more likely to want to help the customer better.

    I'll gladly sit on the phone and step a nice, polite old lady through completely uninstalling and reinstalling itunes for an hour and a half, than help a screaming, swearing woman for 15 minutes.

    Another way is to ask a simple question.

    Are you authorised to fix this for me? If the answer is No, then find someone who can. If the answer is Yes, thank them and explain the problem.

    It immediately helps them understand that you respect their position, and it stops having to repeat your story.

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