Callers kept phoning in about energy bills on Saturday's show (choose Saturday Lunchtime for Sadie's show and listen here www.bbc.co.uk/radio/aod/mainframe.shtml?http://www.bbc.co.uk/radio/aod/essex.shtml)
Frustrating as it is when dealing with any "computer says no" situation, you can improve the odds of getting your issue resolved:
1) Before you even pick up the phone, think about what you want to achieve. Make some notes if this will help you stay focused once the various hold messages and tunes have distracted you.
2) Be polite. The person on the end of the line is not to blame for your woes. She or he is more likely to go that extra mile for you if you treat them like a human being and explain your situation calmly.
3) If you need to complain, ask immediately who the best person to make a complaint to would be. Often you'll be transferred to a "complaints" team. Or ask to speak to a supervisor or manager.
4) Make a note of times and dates as well as action points agreed so, if you need to contact them again, you have all the information to hand.
5) When you've made the call, give yourself a treat. Whether it's sitting down with a cup of tea, phoning a friend or reading a favourite book / magazine, let your success settle before you rush back into the rest of your To Do list...
© Eve Menezes Cunningham / http://www.applecoaching.com/ 2009.
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