Customer Service In Ireland > On George Hook Show at 1630 - Consumer Helpline tips

On George Hook Show at 1630 - Consumer Helpline tips

Posted: Damien Mulley on Sep 18 | Consumer Rights, consumercare

I’m on the George Hook show at 1630 today talking about consumer issues and people waiting for up to 11 minutes on consumer care lines in Ireland.

I’ll hopefully be able to give some of these tips for dealing with your consumer issue:

• Have a pen and paper ready for the call.
• Note the time when you dialed and they answered.
• Get the person’s name. Ask them to spell it out for you. This lets them know you are making a note of it. This alone can improve a call.
• Explain your issue.
• If asked to hold, say no, ask to not be and say you will wait but you will not hold.
• If they say they want to transfer you. Ask are you going to be talking to a more senior person. Ask what they can do. Ask will they be briefed on your issue.
• Ask for a ticket number or issue number before you are forwarded on. Most should be able to provide this.
• If you are getting nowhere, ask for a supervisor. If you are refused, insist on talking to someone more senior. If none are available insist on getting their email address instead.

If you get nothing from the call, then you may have to try something else. You may need to email a boss in the company. Many emails for large companies work by firstname.secondname@companyname.com, find out the name of the directors and email them all.

You can also send a registered letter to the directors of the company which should be provided on their website or with the Companie’s Registration Office.

The company might be in a regulated industry such as energy or telecoms. Contact the regulator for this industry.

Contact the National Consumer Agency

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