For awhile now I have had a personal policy of always getting the first and last name and location of the rep I am speaking with (or other identifying info)and writing it down before I tell them what I want. Then I use that person's name in the conversation, so that they know that I know who they are. Rarely do I get poor service after that, and the few times that I do, I take great pleasure in calling back and asking to speak to a supervisor, who then receives enough info from me to actually do something about the employee.

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