1. Always maintain a calm, collected tone
Keep your voice even, keep your tone low, and do not lose your temper. If you find yourself getting upset, place the person on hold for a moment, take a slow, deep breath, and pick the phone back up. If they have hung up on you, mention it when you call back.

2 . Before you call, outline the situation for yourself, and decide how you want it solved
Write down several options you would be willing to accept, and keep the page in front of you when you call.

3. Always get the name of the person who answered the phone, even if you speak to them for only a moment
Write the name down, as well as any other person you connect to. Keep notes of who said what.

4. When you get a CSR on the phone, immediately ask to speak to a supervisor
When/if they insist that they can help you, keeping your tone low and even, state again that you need to speak to a supervisor. Not want, need. If they again insist, state in a clear and calm, low tone, that they WILL connect you to a supervisor, now. Do not yell, shout, or raise your voice or tone. “No. You are going to get a supervisor for me. Thank you. I’ll wait.” Say “thank you” immediately. Do not wait for them to answer your request first. If they again insist, hang up immediately. Call back. If you get the same person, make the request again, and if they again refuse, hang up, wait one hour for a shift change, and then call back. Do not give the initial person your name. They do not need it.

5. Once you are connected with a supervisor, introduce yourself, and then inform the person that you have a situation that they are going to fix

6. Explain your situation in a calm, even tone. Do not pause for them to respond until the entire situation/story has been told

7. If the supervisor insists that your solution is outside of policy, ask for the full policy

8. Listen carefully to the policy, then scan your list for solutions that fall within it

9. At this point the person should be working with you for a solution. Continue to keep a calm tone until you reach an acceptable solution

10. You SHOULD now have a solution

11. If longer than the specified time goes past and the solution has not gone into effect, call the same number and ask for the person by name

12. Keep your tone even. Introduce yourself immediately and ask to speak to a person who can solve your problem

13. When you are connected, introduce yourself again. Repeat step 6

This list has been severely abridged. To read the full list and full descriptions, view the original post at it’s source:

How To Mind Control Customer Service Reps (Comsumerist)