How to Get Cable Customer Service On Your Side

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Anecdotally speaking, few problems seem to get people off the couch and on the phone faster then a problem with their television. Even if, statistically speaking, few TV customers expect much in the way of good service.

Do you have a phone call planned to Time Warner (TWC) or  Direct TV (DTV) or any customer service center? Before you make the phone call it saves time to plan ahead.

Otherwise, you’ll be one of the many that continues to rank Cable and Satellite Television the most dreaded call centers. Worse than dealing with government agencies. Egads! On a 100 point scale, cable and satellite television scored a 66, according to the second annual Contact Center Satisfaction Index performed by the CFI Group.

So it is no surprise that despite the fact that consumers shell out hundreds, or even thousands, of dollars each year for premium television service many don’t believe they “get what they pay for” when it’s time to speak to customer service representative.  The good news is that there are ways to get results (with minimal headaches). For tips on dealing with customer service agent MainStreet spoke with Joe Calloway, author of Becoming a Category of One. Here's what we learned:

Tip # 1 Take Notes
It may have been years since Freshman English 101, but don't worry about style: Simply write down what you want your call to accomplish. “Before you place a call to customer service write down exactly -- as clearly as possible -- what your problem is so that you can give the absolute best or clearest information to the person on the other line,” says Calloway.  “A huge part of if the issue is they don’t understand the nature of your problem.”  Relying on notes can provide the clarity necessary to have the problem resolved.

Tip #2 Be Polite
Don’t pick an unnecessary fight. The customer representative is not your enemy, and generally not the reason behind your phone call. You want them on your side. “Regardless of how frustrated you are, remember that it is not this individual's fault,” says Calloway. You’re calling for assistance, so you should talk to them accordingly if you want them to help you. How so?  They deal with frustrated customers all day and if you are polite, then they may be more sympathetic.

Tip #3 Know Your Options
The first customer service agent you speak with doesn’t have to be your last. If you’re not satisfied, then don’t be afraid to ask who you can take your problem to beyond the customer service representative. “Ask 'what are my other options',” says Calloway. “A lot of times people will get mad and slam down their phone, without knowing they can take it another step.”

Tip #4 Timing is Everything
“Call when people won’t be flooding the call line,” says Calloway. Just like   avoiding rush hour when you commute, there are certain times that you don’t want to be on the phone, and therefore likely stuck in traffic. To that end, you may not want to call before 8 a.m , during lunch hour or after 5 p.m. By placing a mid-morning or mid-afternoon call, you may avoid the rush .

Good luck!