The phrase that gets you results every time

I am sure that you have been in a similar, frustrating situation: A froward customer service representative is giving you the run around, making your goal of resolution seem impossible.  Whether he or she is trained to be difficult or is just having a bad day, you get no results. 

I have a clever solution to overcome this problem, and it is sure to get a reaction.  It works in the customer’s favor about 95% of the time. 

What’s the phrase? Here it is: “This conversation is being recorded.” Sound familiar? Well, it comes directly from the opposition’s playbook. There are different versions you can use: For example, “I’d like you to know that this conversation is being recorded.” Or you can say, “I’d like to inform you that this conversation is being recorded”.  Whichever version you choose, it will change the direction and tone of the conversation.  In fact, the most recent time I used it, the representative responded, “I didn’t give you permission to record this!” She hung up on me.  I thought, “Gotcha!” When I called back (I made sure to get her extension first), she was sweeter than Mother Teresa. 

Here are a few important suggestions.  First, the phrase should be used in conjunction with advice I gave last year.  (Read “Create your own data mining strategy”.) Second, I assume that you have a legitimate complaint or request. In other words, do not use this tactic if you are lying or embellishing. It does not work well if ultimately you are wrong.  Third, save the phrase for when you really need it.  I do not suggest you start the conversation off by saying it.  It is less powerful then.  Fourth, know the law in your state with regard to recording conversations.  Fifth, actually record the conversation from the beginning. It does you no good if you need the recording or transcript and you do not have it. Finally, the phrase should never be said with a threatening tone or preceded with billingsgate that would make a sailor blush.  Say it with authority and an even tone to convey your seriousness and composure.

In conclusion, whenever you call a customer service representative, have a plan that includes tactical phrases like the one you just learned.  You will be much more effective. 

Comments

[Amex is watching]

Kevin,

Thank you for the tip. Upon reading this article, I was all excited to try this tactic out because I was denied an Amex in spite of my perfect credit history (no late payments ever).

I did not even have the means to record the conversation, but I said it anyway as a bluff and the customer representative said to "hold on." I was ecstatic as I thought it worked as she was consulting a manager what to do. Apparently, I am pretty sure amex reads your website and was prepared to respond considering it took her just 2 minutes to get back to me and say "I am sorry, I cannot continue this conversation if you are recording it".

But, it does not end there! Now on the one hand, it is outrageous that they can record us but we cannot record them, but that is their right (as it is ours, but not really because we're the one getting screwed if we cannot talk to someone. If only Congress was on our side and more responsive they could pass a law stipulating some protections). Anyway, my point is, Amex does not record conversations just for training purposes, they record conversations to gather AS MUCH INFORMATION ON YOU AS POSSIBLE. As proof, I offer the later incident of when I called Amex a few weeks later after receiving the rejection notice to try my luck again. As soon as I said my name, the customer representative asked "are you recording this conversation?" This indicates that Amex has *meticulous* records on everyone as clearly the only way the customer representative could have know about my previous attempt of your tactic was that there was some note/red-flag on her system after she entered my information indicating something.

I have to hand it Amex it though, they use that information to maximize their profit, but seriously, there does need to be better protections put into place.

Keep up the good fight!

[j. delany]

I am on social permanent security disibility. Since the credit card companies raised thier interest rates up to 30.9 percent it through me out of the pay your bills game.From 10% to 30% is unreasonable. I sold everything I had to make those payments. I have approx. 15,000.oo in debt.My s.s. is now down to 674.00. My credit was excellent up till the point I couldn't payt anymore.I called a debt consolidation and the man told me that because I was on SS disability I didn't have to pay, what could they do to you, he said. I don;t own anything. what do I do?