So last week I was struggling with Bell to get my phone unlocked. Eventually, after three phone calls with their customer service department, escalating to a Supervisor, and $84 later, I was finally able to unlock my phone. As I was now planning on switching phone providers, I researched my options, settled on a company that had fair pricing plans, a deal going on, and most importantly – no contracts. I got my new cell phone provider to port my phone number over, and I thought the whole ordeal was over.
Not So.
I received an email from Bell shortly after I ported my number out. Even though I had called them back on February 23rd, I now received an email saying that they would be canceling my service as of April 11th. I’m not great at math, but that is definitely past March 25th – the date I had previously agreed to disconnect my services with Bell. So I get the great pleasure of calling Bell again.
Last time I called into Bell, I just wanted more information. I wasn’t looking for a huge credit or to try to change how they approach unlocking phones – I just wanted a reason why they were making me wait an arbitrary amount of time and pay an arbitrary number of dollars. This time, I went into the phone call looking for a credit. I have heard from reading guides in the past some particular strategies for dealing with this type of conversation. The keys to dealing with customer service were to be clear, firm and persistent, but remain as calm as possible.
Be Clear About What You Want
I was very, very clear with all the reps I spoke to what the problem was, and what an acceptable resolution would be. I made it clear that the problem was on Bell’s side, that I had already provided my 30 days notice, and that they were incorrectly charging me for services they would not be providing me despite me being a good consumer and giving them advance notice. I was also very clear that the resolution I was looking for was to be credited for the length of time between when I had originally agreed (March 25) and when they decided to bump my contract back to (April 11th).
Firm and Persistent
I spent about an hour on the phone with Bell. Of that time, I would say that an easy 40 minutes were spent on hold. I was first placed on hold waiting for the first front line rep. I was then placed on hold while we waited for their supervisor. I was then placed on hold once more time while that supervisor waited to talk with their management. Each time was around 15 minutes of hold music. Numerous times I was tempted to hang up, but I stuck by it and eventually it paid off. I was also firm when speaking with all of the reps. I even used the phrase, “I’m going to make this easy for you. This is exactly what I want, and then I’ll go away”. I didn’t ask for the moon, and I didn’t make the reps guess as to what I was looking for. I was adamant as to what I was looking for to resolve the problem.
Remain Calm
I work in customer service. I know how difficult it can be to deal with escalated customers that want to spend their time shouting at you. I know that raising my voice would not solve the issue and would most likely just make things worse. That being said, I was so frustrated by the situation that I found it very difficult to remain calm.I think because I work in customer service, I know good customer service. I watch people take care of customers all day long, and I know to what lengths we would be able to assist our customers. Being treated with such disdain, however, almost made me lose my cool. Remaining calm is most important as anger and raised voices can dissuade the people you are speaking with from helping you. Staying calm projects confidence in the words that you are saying, meaning that you are more likely to get the resolution that you’re looking for. It is easy to dismiss crazy people.
What strategies do you use to chat with call center agents?
Persistence Can Pay Off When Dealing with Customer Service,
I try not to get emotional with the particular agent, because I realize that if you start getting upset or angry, you will be even less likely to get what you want, plus it’s generally not in their control to say yes/no, as they’re often following specific guidelines that they have to follow with their job at risk. A lot of times, you can tell that the agent is just doing the bare minimum, in which case it often makes sense to end the call and try again at a later time, in hopes of getting someone a little more willing to help.
I find customer service at Rogers has improved immeasurably in the past few years and I have had some bad Bell experiences like you. I found with a Call Centre, if you get a rep who is being negative early in the conversation, you can say I don’t want to deal with you… put me back in the queue. Then explain to the next rep that you just had a bad experience with the previous rep and launch into your story. The new rep invariably tries to show that they’re not as bad as the first rep! It works!
Wow…good article!
I’ve never owned a cell phone in my 62 years. I have considered getting one but in the end it’s all about cost. I would only go the cell route if it becomes cheaper than my land line. Reading of your predicament and hearing of others who literally got “screwed” with cell contracts does not make me feel warm & fuzzy towards providers.
I’ve had similar issues with Telus over my satellite/internet/land line bundle. I’ve learned that if you are not pro-active you will be run over. I’ve also learned that if you are not in a contract and wish to bundle you can save an enormous amount of money and time by by-passing customer service and talking directly with the loyalty department. As you say, the key is to hold back your anger, don’t raise your voice…speak in an even keel, but be persistent! Chances are they will give you an attractive package to keep you as a customer.
I have never dealt with them but possibly the Better Business Bureau could help with major concerns.
I had the EXACT SAME issue. I think Bell changes these dates on purpose. I ended finding the email address to some Bell Mobility executives, and then they resolved my problem and cancelled on the date we had agreed upon.
I am convinced that one day we will see Bell in the news when it will be proven they purposely ran these kinds of scams to try to get extra money out of people.
When I had a land line with them I had to call almost every month for things appearing on my phone bill that shouldn’t be. For example their insurance. Then you call, you get it removed, they try to sell you other crap, and the next month its something completely different added to your bill. I was convinced they added these things in the hope that 1. I wouldn’t notice and 2. If I did notice I would have to call and they could try to sell me another product.
As I said in a previous post.. NEVER AGAIN.. I nominate Bell and all its subsidiaries for worst company in Canada.
Last time, I had a proble with my wireless carrier I wrote a letter to the president of the company. I got a call from his assistant within 48 hours. Not only did they resolve my problem, but I received a $25 credit for my trouble.
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I think your last point is critical – and the hardest for me. But like you said, if you know what you want, and communicate it clearly & nicely, you’ve positioned yourself as an educated consumer, and made dealing with you that much easier. Of course, not all companies are in the habit of giving you what you want just because you’ve identified it, but at least you’re not just the next griping/complaining/nutty customer. Good ideas.
Who are you with now?