***** genius tips.
I'll say that again. ***** genius tips there, MrP.
You hit upon about 4 of my own 5 most effective tips in schmoozing reps. For Rog or any other company.
People always ask on this board - how did some_poster get such a good deal? It's NOT by saying some magic buzzwords: "I want a LRQ-304 with a side order of PTP-47", or whatever ... it's by making a connection with the rep and getting them on your side.
I've never (or not recently, anyway) gone into as much detail as you did (for reasons) so I thank you for covering some of this stuff off.
MrP: "a) start your conversation by always saying their NAME. when you are done verifying your account and they say what can i do for you.. "
a) This works because people respond better when their name is used. Human psych, 101. Don't over-do it so as to sound obvious, but use the reps name from time to time during the call.
MrP: "b) surprise them by asking how are you doing."
b) works because EVERYBODY likes to be asked how they are doing, and likely so few cx's ask this the rep is PLEASANTLY STARTLED to have someone actually ask THEM how they're doing. Never mind that everybody likes to be asked their opinion. This question also has the benefit of 'breaking' the rep out of their robotic script, and you've now begun a conversation with a fellow human being. That's the way to get 'BFF' status with the rep - get them on your team, make them your friend and wanting to help YOU out.
MrP: "c) then say you guys having pretty busy night today i know its hard to deal with grumpy people all day long and i have so much respect for you blah blah blah.. then say moving forward the reason im calling you is for blah-blah"
c) Though phrased a little heavily ("respect" the reps job) what you're doing here is showing you understand them and their difficult job. Other tactics might be:
- if calling late at night, say "I'll bet you get some crazy calls from folks who just left the bar, eh?"
- if calling during the a known busy period - e.g. iP4 launch - say "I'll bet it's crazy with everybody demanding their new phone yesterday, eh?" This adds humour to the conversation, and shows you understand and sympathize with the rep's situation.
MrP: "d) present your case well, dont get excited or frustated, be smooth with your words and know the game,"
d) Yep, but this is one that is tough to 'teach' - some people can just think quickly on their feet, other people don't have that gift. If you don't, at least have an idea about what you think you want as opposed to just wanting 'mo' free stuff'. Greedy = unsexy.
If you want to just lower your bill start off by saying that cash is tight and you want to see if there's anything "that we can do" that can HELP you reduce your monthly bill - maybe even be prepared to give something up? Can they adjust you to a lower $ plan that doesn't drop your minutes too much, that sort of thing.
MrP: "e) dont commit to anything untill they are done "offering" then weigh all pros and cons and if you like it ask them to document this in the file and ask for a interation number it will start something like "i300200100"."
e) great tip - start the conversation off by wanting to 'just get an idea what Rog maybe has that can "help" you lower your bill, or let you use your phone more (more minutes, more features) since you like the service SO MUCH already. Reps get grief all day so by your saying you're a happy cx and want to use the Rog service more you're a pleasant change from their usual grumpy, demanding cx. By keeping the conversation GENERAL you avoid the rep documenting a formal offer made to you (so you can call back and try with another rep, without that later rep seeing a previous offer made to you and just parroting it) ... UNTIL it's a great offer that you think you want snaggle (then you want notes made on your account about what exactly was offered). If you see the call heading nowhere you want as little record of that as possible - be polite and say, ok, it doesn't sound like Rog has much leeway, you'll maybe try one of the new carriers and see what other offers are out there - but don't be snarky when you say this, just say it like you're kinda sad (you don't really want to leave the Rog family, and might not, but have to see what else is out there to be fair to yourself.)
MrP: "f) However sometimes if the offer is too good to resist TAKE IT as sometimes you wont get it again even if you call back.."
f) this is covered a little in my e) comments, but if you should get a situation where a rep hasn't fully document the GOLD offer they made to you, and you discover this when you call back to accept, you'll maybe want to have a review of the call-recording performed - for info see:
s://RogersWatch.wordpress.com/Recording
Here are some other general ideas:
- say you call in and rep sounds tired, beleaguered
- maybe mention to rep they sound pooped - are they are end of shift, or have had some really bad cx's to deal with today
- maybe rep says 'no, my kid is sick and was up half the night'
- A HA you think, an opportunity to ingratiate yourself...
-- maybe ask, very, very gently, and say: 'Can I ask, are you a single parent maybe' (probably more single-parents at CSR jobs then in general population)
- if rep says yes, you say how much you respect single parents - parenting is such a tough job ... your sister, self, mom (be truthful!) was a single parent and you really admire them for how hard it is
- or if rep says no, they're not, make a light-hearted crack about how their hubby/wife needs to take a turn and coddling their little one and let you be rested for all the pesky, difficult cx's they have to deal with
- etc ... you're looking for chances to say something nice, yet personal and specific, about this rep - MILD flattery (or it sounds obvious like you're heaping BS upon them, which is a BIG turn-off for anyone) .. and humour helps too
Ok, that's hopefully a little polish to put onto the GOLD tips from mrperfect.
All this stuff above is general schmoozing of people - use their name, respect them, understand them, sympathize with them/their job, get them on board with you (your team), etc.
Don't over-do it tho, or you sound like a BS'er.
For those who know this stuff already and want to get into the really advanced stuff, consider reading a little on the "Reid's Nine Steps of psychological manipulation" (oh, you didn't want to acknowledge that your schmoozing was, at its base, manipulation?):
http://en.wikipedia.org/wiki/Reid_technique
You'll see stuff about, e.g.: how to give someone two choices, both of which you'd like - they get to pick one. A rep (a human in general, actually) will tend to try to give you one of the two choices instead of saying "none of the above". An example might be:
"I'd be really happy if I could get R2R with a credit to offset it, or else maybe even unlimited incoming, credited? I have a friend who has the unlimited incoming with a credit and they say it really helps to them save money and let them get way more use out of their phone, and I'd be totally THRILLED if we could do something similar for me".
(Did you notice my use of the word "we" there - remember, you want the rep on YOUR team, helping YOU solve your dilemma - think like that, speak like that ... and the rep will act like that.)
- the rep will think about the two choices you have given them, forgetting (or avoiding) the other option "none", since by way of your phrasing the invitation (you'd be just tickled) they'd be stealing that 'thrilled happiness' from you if they gave you neither - and it's human nature not to want to 'bum out' your new-found BFF.
You might not get the WHOLE R2R or UnlimIncoming credited (maybe only get $5 off) ... but that's not bad for this call ... (and you'll be calling in again anyway, in maybe 3 mos time, to try to save a little more, or get a little more).
Great plans are not born - they are raised, nurtured, developed ... over time.
So good luck, finaglers.
One last tip: when you're all done thank the rep - tell them how much you appreciate their help. You want them to make good notes on your account after all. And you'd also like their happy-brain-chemies to be firing away too, just like yours are. They're human, help them feel really good about what they're done for you (a "do unto others", sort of thing) ... and hopefully the cx who calls in next will get a happy rep, ready to help them out. Pay it forward.
Hang up, and THEN do the BOOYA, fist-pump into the air : )
