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philh comments on What information has surprised you most recently? - Less Wrong Discussion
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I think I've only ever had one bad experience speaking to a customer service representative. (They transferred me from the correct department to one which couldn't help me, and it took another two transfers to get back to where I started.) But every time I talk to one, I'm surprised by how helpful they are.
Most CS agents are used to dealing with dumb and/or abusive callers. Simply being polite, intelligent, and patient will generally get you good service. I've found this true pretty much ANY time I am not asking for special dispensation and/or trying to get around policy, though :)