Don’t let ‘em get you down! Getting past the barriers to customer service negotiations

In many of our negotiations with companies—the fee-charging bank, formidable cable company, irascible airline—our toughest challenge is not the negotiation itself. It’s getting to a negotiation in the first place. The fact is, many companies just don’t want to negotiate with you—the formidable you—because they know they just might lose if they do. So many companies have devised elaborate methods of preventing a negotiation from ever happening. Since overcoming the most common of these barriers is the only way to make customer service negotiable, let’s consider a rundown:

  1. Bottomless email pits: A favorite tactic of the irascible airlines, particularly my old friend “Reunited,” many companies set up elaborate online forms to email them, then seemingly send your email right to the recycling bin. At least it appears that way, since you never get a reply (other than the obligatory “We promise to reply”). Still, getting to a negotiation often requires you to try, perhaps repeatedly.
  2. Buried phone numbers: Another favorite of the irascible airlines relates to the phone number. Put simply, many companies make finding the relevant number just slightly easier than finding the Holy Grail. Getting to a negotiation requires you to look doggedly hard, often clicking down some extremely esoteric paths.
  3. Labyrinthine menus. Once you finally find the phone number, it’s nearly unthinkable to connect with a person directly. The formidable cable company, for example, often sends you into an overwhelming thicket of menu prompts, none of which relate to your need (ever). Getting to a negotiation may require you to hit zero incessantly, shout “representative!” repeatedly, or just wait a very long time. To that point…
  4. Endless wait times: Have you ever called a customer service line and found the call volume to be unusually low? A favorite of the fee-charging bank, I would surmise it’s a tactic to cool your negotiation jets, the hope being that a sizable number of customers will give up and hang up. But you can’t!
  5. Hapless front-line representatives: I’m quite certain I’m not the only person who usually finds the representative who eventually answers the phone either unable or unwilling to negotiate. It could be a coincidence or a lack of training. Or it could be a subtle way of curtailing your negotiable hopes and dreams. Getting to a real negotiation often requires you to get to someone who knows what they’re talking about and/or can do what you’re talking about.

So don’t let them get you down! Chances are you’ll be feeling quite up once you eventually surmount the barriers and find yourself negotiating.


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