Telephone Manners: When You Are the Disgruntled Customer

Because of the adage, "The customer is always right," it is easy to forget that the customer is also bound by simple rules of etiquette to be "nice to the waiter." It is easy to get carried away with emotion when things don’t go your way. However, one must remember that waiters, store clerks, flight attendants, call center agents, or fuel station attendants are people who deserve to be treated with as much respect as any other person.

When having a problem about services with your telephone or Internet connection, treat the person serving you with as much respect as you would like to be given. Give a greeting and calmly state your problem. Be firm if you’d like, but never resort to low blows or insults, whether against the company or the person you are talking with. Being polite would make people more willing to assist you.

When it is clear that a company has wronged a customer, it is expected of the customer to demand that he deserves better service. However, the customer must remember to always be civil. Adults express themselves with control and politeness; such is expected of both of a company representative and their client. There is no room for hostility.

When communicating with a call center agent, it helps to keep your voice level with the agent’s as much as possible. Be respectful; say "please" and "thank you." Even when you are angry for some reason, keep your voice down. The call center agent is willing to cooperate with you, so you have no reason to take your strong emotions out on the person on the other side of the line who is only taking your call.

If the call center agent somehow cannot respond properly, there might be disturbance that is causing technical difficulty in communication. Such is often beyond your control or the call center agents’, so letting your emotions flare up is not necessary. Calmly inform the call center agent that you are not being heard properly and hang up. You may call again later.

If you are somehow elated that you have a problem that has been solved, remember to sincerely express your gratitude. Assisting you may be the call center agent’s job, but it is considerate to thank the call center agent for giving you his time.