I’ve had two telephone calls recently where I learned a few tips. I thought you might like to see if they would help you (possibly not, if you’re already a sensible grown up sort of a person).
Tip 1: Be sure who you’re talking to.
I needed to go to The White Company, but some genius moved the shop. I wasn’t entirely sure where it had moved to, so I looked up the number on line, dialled and things went like this:
Me: Hi, I need to find you. I’m leaving my office now. Could you tell me exactly where you are?
Me: I’m trying to find you. Where are you?
Lady: Um. I’m sorry…
Me: This is The White Company isn’t it?
Lady: No. This is a residential address.
Tip 2: Sometimes the person you’re talking to thinks things through even less than you.
A bank statement hadn’t turned up in the post and I needed to check something on it. (And I don’t have internet banking). I called the very helpful people in India – that’s not me making a point, I know they are in India as they often tell me how warm they are over there and ask how cold it currently is in the UK…
Me: My statement didn’t arrive last month; could you send me a copy please?
Man: It did arrive.
Me: No, it definitely didn’t.
Man: It wasn’t returned to us so it definitely arrived.
Me: Trust me, just because it wasn’t returned to you doesn’t mean it arrived at my house. Could you send me a copy please?
Man: Certainly Madam. We will debit your account £5 for this.
Me: I’m really not happy about paying £5 for something I should have already received.
Man: I am sorry Madam, that is the only option.
Me: Ok, I won’t do that then.
Man: Anything else you want, I can help with though.
Me: Can you see my statement on your screen?
Man: Yes Madam.
Me: Please can you read it, line by line to me so I can write it down?
Man: Could you hold on one minute please?
Me: Yes, no problem.
Man: On this occasion Madam, we would be happy to send you a replacement statement free of charge.
Me: Lovely. Thank you very much.