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Thank you for this thread, I think it's really helpful and useful.
I try very hard to be extremely nice to those I talk to on the phone - if there's lag time when they're waiting for something to come up on their computer, I'll ask how their day is going, make some small talk...
If they can't help me with what I want, and I'm frustrated about it, I'll let them know I'm frustrated, say "I'm sorry, I'm not upset with you and I know this is not your fault, but could I speak to a supervisor?" I'd have to say that in 95% of instances where I've asked to speak to a supervisor, I've gotten what I wanted. I am not assuming I'll get what I want, but I do know that sometimes supervisors do have more power to get things done, and probably also would like to just get rid of me. I am never rude, and I pride myself on that. Similarly, if someone does an exceptional job, usually I will ask for the name of their manager, and write a letter outlining my positive experience. I know from prior experience that letters like those are what help get people promotions, so I try to do them whenever possible. Conversely, if I have a bad experience,I can write to the same manager. I've done this with my cable company a number of times.
But I am guilty of one of these things you list. I do eat while I'm on the phone, usually because I'm calling during my lunch break. I'm going to try and become more aware of this. Thank you.
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You have to laugh at yourself...because you'd cry your eyes out if you didn't. - Emily Saliers
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