10 Things Customer Service Reps Want to Tell You

1. We really do want to help. If you're experiencing a problem, it's understandable you might be frustrated by the time you're connected with a customer service rep. But starting that call on the offensive won't help. [Go] into the conversation knowing that any good rep really wants to assist the customer, says Bill Gessert, president of the International Customer Service Association.

2. It's easier for us to help when we have all the pertinent information. There’s a reason customer service agents ask all of those questions: They need the answers to help you out. Being prepared and stating clearly what the problem is and what you need will get you to a resolution much more quickly, says Deb Levins, a senior account manager at Alpine Access.

3. I'm usually just as helpful as my supervisor would be. In most cases the representative who answers your query will be able to give you what you need. It's hard when you have an irate customer who demands to speak with your supervisor right out of the gate, says Theresa Gentile, senior manager of customer service at StubHub.

4. Express what you want in terms of a realistic resolution. To avoid confusion, be clear about what action you'd ideally like the agent to take, says Holly Zoba, senior vice president of hospitality sales at Signature Worldwide, a provider of customer service training for a variety of industries. For example, she adds, at hotels, guests often come to the front desk to complain about their room without stating what they'd like in return for the inconvenience.

5. We love to hear feedback from you—especially if you were unhappy with your experience. Most customer service reps will tell you that the best part of their job is successfully helping customers. And while getting kudos for a job well done will make their day, hearing back from unsatisfied customers is just as important. I wish these customers were more willing to provide us with feedback, says Gentile.

7. Just like you, we hate when there's nothing we can do to resolve your issue. Customer service agents are just as frustrated as you are when they can't give you a timely solution to your problems. When you're stuck in a position where there's nothing you can do to change a bad circumstance or you have no control over improving a bad situation that's the worst position to be in, says Zoba.

8. We're people too. I wish customers knew how hard it can be to separate yourself from those really difficult conversations, says Levins. It's hard not to take it personally when someone makes comments that seem to be aimed right at you, when they are really just upset with the situation or the company. As Gessert says, Times like those are exactly what the mute button is for!

9. Chances are, we didn't cause your problem. Don't take a company screw-up out on the unlucky agent who answers your call—it's very likely they're as innocent as you are. Be friendly and calm, and communicate as clearly as you can. Realize that the customer service rep is 99.9 percent likely not to be the person who caused your problem in the first place, says Gessert.

10. We really do know what we're doing! Customer service agents go through rigorous—and continuous—training programs that include leaning how to deal with different situations, issues and customer personalities. Most businesses these days are changing constantly to adapt to the economy and to customer behavior, so it's rare that a representative will be trained once, Levins says.