5 Things I Learned Working At A Call Center

1) Always ask for what you want.

For example:

You: Is there any way I can get free shipping?
Me: Unfortunately, we aren't running any free shipping promotions at this time.
You: Can I get free shipping, anyway? Since I'm such a great customer/had to wait so long to talk to you/it's my birthday?
Me: Let me check... Sure!

Your mileage may vary, depending on the policies of the company you're talking to, but know this: the rep always has to inform you of what the policy is first. If what you wants falls outside of policy, you have to ask again. They'll get in trouble if they offer to break the rules for you, but not if you request it!

2) Some of my co-workers are dicks.

If you think that you are right and the rep is wrong, ask to speak to a supervisor. Nine times out of ten, the supervisor will back up the first associate you spoke to, even if that associate was a complete ass. Hang up. Have some tea. Call back in half an hour, and you'll get someone new. Explain that you weren't completely satisfied by the resolution of your first call. This happens all the time, and you are not a jerk for doing it.

3) You won't always get what you want. Ask anyway!

Getting rejected by a call center employee is like getting rejected by that girl you only asked to the dance because your mom thought she was "sweet." You might feel kinda embarrassed, but your heart isn't broken.

4) "Our Policy" and "The Law" are very different things.


I cannot refund your sales tax. I'm sorry, neither me nor my manager are authorized to take the government's money. Want lower taxes? Go vote.

5) There are people who think "Website Customer Service" and "Phone Sex Line" are the same thing.


You wanna know the real difference? Phone sex operators get paid a lot more than me. I am talking to you, creepy pretending-to-buy-bras-for-his-newly-18-year-old-daughter guy. (I know he's pretending because he never actually buys anything. Which would be a whole 'nother level of creep.)