We’ve all been there. Something is wrong with an item or a company needs additional information, or you need to ask a question about a product or service. You need to call that dreaded customer support number or chat with someone. Ugh. Just the thought sometimes makes me procrastinate doing it. There are really few things I dread more.

After all, you may end up on hold. You may be transferred from person to person. You may accidentally be put on hold and left there. Your phone call may get hung up on by mistake. Oh, the possibilities are endless…and mind-numbing. You hate making those calls. We all do. But how you handle it can make a big difference to both your blood pressure and the rest of your day.

I’ve gotten impatient, had trouble hearing or understanding someone, and more. There are even some companies I would rather email than call. But I have learned that if I sound crabby or impatient, there are two people who will have a less-than-happy day. You guessed it. The customer service agent AND me. Not only does the agent have to deal with a crabby person, but I will feel less than happy when I hang up – even if my issue has been resolved.

So, how do you get around this? First, make sure you are talking to a real person (not a bot) who can actually help you. Don’t wait until you’re half-way done with your inquiry to ask if that person can help you.

Second, before anyone gets on the phone (you or the other person), smile. People can “hear” you smile over the phone. Not sure how they can, but they sure can. And a smile is a smile in ANY language or situation.

Third, ask someone their name and address them by their name. You will be amazed how much you can get done and the happiness you can bestow on another person just by mentioning their name. Everyone lights up when they hear their name. Even if it is hard to pronounce and you mess up, you will still likely make them happy.

Fourth, be sure to thank them profusely for everything they do for you. You will make both of your days’ brighter by mentioning something positive.

Last, be sure to fill out a survey or tell a supervisor if the agent helps you a great deal. I’ve had agents almost move mountains for me or at least give me information about how I can make the situation better.

Bottom line, it pays to put positivity back into the world, even on those dreaded customer service calls. I spoke to a customer service agent just this afternoon who was delightful! Try to remember, we are all just trying to make a living. Being an agent can be tough. Let’s try to make our days a little more joyful by being patient and kind, even on the phone.