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![Representative! Representative! Agent!](https://seniortechtalks.com/wp-content/uploads/2024/04/95886596_l_normal_none-scaled-1080x675.jpg)
Representative! Representative! Agent!
This is probably the most frustrating experience of calling a business when you need help. I know that when I have to call my cable company, which controls my phone, internet, and streaming, I have instant anxiety-causing symptoms. I feel light-headed and nauseous, and my stomach hurts. I also have to have two hours in my day to sit on the phone—bloody hell.
It’s no secret that call centers are a significant expense for businesses, which is why the initial response to a call is often automated. It’s a decision driven by the bottom line, with companies prioritizing cost savings over customer satisfaction. Yet, despite this, a staggering 85% of customers express a clear preference for human interaction in customer service.2
What You Can Do Instead of Calling:
- Use the Company’s Website or App: Many companies have online platforms or apps where you can access customer support, make purchases, or get information without dealing with a bot.
- Try Different Phone Options: Sometimes, businesses have a sequence of keypad options that allow you to bypass the bot and reach a human representative directly. Listen carefully to the options and see if there’s one for speaking with someone.
- Use Online Chat Support: If the business has a website, it might offer online chat support, where you can interact with a human representative in real-time. This can be an effective way to get assistance without making a phone call.
- Send an Email: Many companies offer customer support via email. Look for the company’s support email address on its website or app and send your inquiry there.
- Use Social Media: Companies often have active customer service channels on social media platforms like Twitter and Facebook. You can try reaching out to them through these channels for assistance.
- Visit the Physical Location: If the business has a physical location nearby, you could visit in person to speak with a representative.
- Look for Alternative Contact Information: Sometimes, businesses list alternative contact methods on their websites or social media profiles, such as a direct phone number or email address for specific departments.
- Contact Through a Different Department: If the bot is primarily for general inquiries, try contacting the sales or technical support department directly instead.
- Reach Out During Off-Peak Hours: Calling during off-peak hours might increase your chances of speaking with a human representative rather than being routed to a bot.
- Persist or Call Again: Navigating through automated systems sometimes requires persistence. If you fail the first time, try calling again or using a different approach until you reach a human representative.
Purchase Disputes
If you are calling regarding a purchase you made, check your credit card or PayPal statement for information. To resolve an issue, PayPal has a resolution center linked to the bottom of your activity. I have used this many times to my satisfaction and have been reimbursed. It is quick and easy. PayPal does ask if you reached out to the company. And, I always say (only to myself) yes, yes, I have, and that’s why I’m here asking you to do something. Disputes are usually resolved in the customer’s favor.
The Ambien-Like Purchase
However, I recently had an incident in which I was unaware of a charge on my account. When I contacted the company, they gave me a tracking number and said it had been delivered a month ago. The post office said it was delivered; everyone told me it was delivered. I filed a resolution with PayPal, which also said it was delivered and denied my claim.
I was not convinced because I didn’t have it. Unfortunately, PayPal sided with the company in this situation, and I lost $31.26 and did not have my eyelash protector and separator. I know what you are thinking: Why would I spend $31.26 on an eyelash protector and separator? That is a valid question. The answer is I don’t know. Not only did I not have it, but I was out of the money and questioning my mental state at the time of purchase.
When I filed my dispute, I had no idea what I had spent $31.26 on. I went to the website, saw the item, and fuzzily remembered that I had been on Facebook and saw an ad. I must have clicked on the ad, and I purchased it. I don’t know if it was the website’s colors that drew me in—the woman with beautiful lashes. Bottom line, I was sucked in by Facebook once again.
Never let this happen to you. Protect your wallet. In a later article, we’ll talk more about this and Facebook, social media. There is much to write about there.
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