![]() That might open a short conversation – is it dinner where you are? What are you making? She's coming over there tonight,'" say dos Santos. ![]() "I'll say something like, 'Hey, hang on one second, sorry, my stove's on, and.I'm cooking food for my mom. Dos Santos says you can even mention what's around your surroundings to give them a brief glimpse into your life. ![]() Use the representative's name when you talk to them. If you're met with a wall of business-sounding script from the representative, try to remind them that you're both human. "I can express that I'm upset, but now they're not feeling confronted," says dos Santos. They can't do that if you're yelling at them. You want the customer service representative to empathize with your situation. I know you're trying to help me, but I want to tell you what happened,'" says dos Santos. "What I'll tell them is, 'Look, I know that you don't have anything to do with this. When you speak to a representative, establish that you don't blame them for the problem. Remember, the customer service representative isn't personally responsible for the problem you're calling about. Instead, try following these negotiation tips from dos Santos to make almost any customer service interaction work in your favor.
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