You did hit zero when first dialing, too, didn’t you? That’s usually a quick way to bypass all the menus and get to a human operator, which should be your first goal.Now you might think your goal from here is to talk to a manager. This is a mistake — the manager of the grunts is more than likely a recently promoted grunt, as well, who made the post by remaining employed for more than 6 months. Your goal is actually to get to the well-trained strike team that actually considers customer service a real job, and the quickest way to get there is not to navigate the labyrinth of menus but to be directly transferred there by another human operator, who usually can drop you directly into the right office’s phone queue.
And really, that’s the trick, 90% of the time — getting to the right department. Unless, of course, they just direct you to a random other department to get you off their line and keep their call time down. Not much you can do about that, unfortunately.
The other half of it is really all attitude. Know what you want — and the days of getting a bunch of free concessions from your company are, in general, over — and calmly and firmly press for it until you get it. You’ll find the more experienced and professional the customer service department, the faster they’ll meet your needs.
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