How to deal with the dreaded airline call centre

NOBODY enjoys speaking to an airline call centre, but some calls can go a lot worse than others. Here’s what you need to know before you pick up the phone.

Find out how to deal with call centre staff.

LET’S face it, nobody likes having to speak to an airline call centre to make a complaint or reschedule a flight, but there are ways to make the experience more bearable.

Here’s what you need to know before you pick up the phone, according to Brian Cohen, a writer for travel website FlyerTalk.com.

“Your call may be monitored for quality assurance.”

We hear this recorded message all the time. While I’m not so sure about the quality assurance aspect, I can vouch for the fact that your telephone conversation is monitored at airline call centres. Sometimes quite closely!

My father used to be a supervisor at a call centre. I visited him at work one day. His office was located on a second story in a cavernous room filled with dozens of call centre agents, whom he would literally oversee through a window at his desk.

YOUR SAY: Tell us below about your experiences with airline call centres — horrible or OK?

He showed me how he would monitor the interactions between call centre agents and customers. The aspect of the job that amused — and astounded — him the most was the things customers would say while they were placed on hold. Erroneously thinking that nobody from the call centre was listening, they would reveal how they were attempting to commit fraud or bamboozle the call centre agent; use expletives and other inexcusable language; or reveal less than favourable information about their case.

My father would alert the call centre agent about that information before releasing the customer from hold. He would also and give them advice in case the customer became combative and belligerent.

So when you’re on hold listening to that annoying music, always assume that someone is listening to you. However, if you really must say something while you’re on hold, remember:

• If you’re calling about a problem you have, say nothing which may hurt your chances of a resolution. Instead, write down your thoughts — whether to relate them to a person who is with you or simply for cathartic purposes.

• Use the mute button on your telephone to guarantee the agent doesn’t hear you.

• Compliment the agent or the company — especially if you’re sincere: “Wow — that call centre agent has been really helpful to me”. Hey, you never know what could happen.

Just remember, you need to be patient and proactive to get the best result. Basically, scenes like this won’t help anyone:

Here are some general tips in dealing with a call centre agent. Ensure you :

• Are civil, polite, and treat them with respect — even if they do not reciprocate — despite how frustrated and irritated you may be.

• Take a moment to sincerely ask how the call centre customer support agent is doing today, or discuss the weather. The investment of those few extra seconds of your time could brighten their day and as a result may increase your chances of a positive outcome. I’ll typically finish the call with a little humour to give them a break from what can typically be a mundane job and a reason to smile — even if only a little while.

• Ask for any information you don’t fully understand to be repeated, in order to avoid potentially costly errors or misunderstandings. Don’t feel apprehensive about hanging up and calling back if you can’t understand what they are telling you because the call volume is too low, there’s too much static or if the agent has a significant accent. You are the customer and you need to understand what is being said.

• Record the date and time you called, the name of the agent with whom you communicated and the key points of your discussion in case you need to contact the call centre again in the future.

Take note of the details!

• Keep an open mind and listen, as you never know when a creative idea may strike you based on information from the agent — giving you a tool to negotiate if necessary.

• Thank the call centre customer support agent for his or her service to you and express your appreciation for what they have done for you — when appropriate, of course.

Ultimately, dealing with a call centre is not exactly the most pleasant experience in the world, but every little bit of effort helps when it comes to increasing your chances of a solution to your problem or inquiry. And always remember that those seemingly faceless call centre customer support agents are people too, they have feelings.

The suggestions above may seem rudimentary, but they usually work … unless you happen to encounter an agent who is rude, only cares about earning his or her wage or is watching the clock until their shift has concluded. In that case — you guessed it — hang up and call again.

Read more travel advice at Flyertalk.com.

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