Tip 2 When to call Call Centre Managers - don't get irate

My son has worked in call centres.

Often at night there are only half a dozen or fewer staff. The manager works 9-5 or 10-6 so one of the night staff is appointed 'manager'.

Alternatively if you demand to speak to the manager, the person answering simply hands the phone to the person sitting alongside, and the other one of the pair reciprocates.

So don't waste time asking for 'The Manager' at night.

Instead of asking for a manager to come to the phone instantly, ask when you can speak to somebody higher up the chain who is empowered to make a different decision.

Before ringing off, find out the name of the person you spoke to and note the date and time.

You may want to keep a phone call log book of all calls in order of date and time.

You want to be able to say: I spoke to Mr So and So, department, title, and telephone extension so and so, on such and such a date, at such and such a time, and he said I would get a ten percent discount if I paid by Friday.

And keep a duplicate page for all calls to one company if you have an ongoing problem such as returned goods.

For example, 'I phoned you on Monday the first at 10 am, on Tuesday the first at 11 am, on Wednesday at 10 am, and your company promises that all calls are answered in 24 hours. Can you see my problem and can you offer a solution?'