Martin Lewis

Please, please, please just be polite.

We're not chief executives of companies and have to adhere to guidelines set out that often can't be changed.

If you demand to speak to a manager, they will often not want to talk.

We simply pass on to another colleague or they would tell you the same as we've already said.

Yes, you might be angry and frustrated, but out of hundreds of calls each day, we'd only have maybe one or two that were pleasant to talk to.

Well, that's awful.

If I ever call nowadays, I make their lives as easy as possible.

Never, ever call 30 minutes before closing.

So, yeah, I mean, you can hear the frustration coming from the staff.

You can also hear why it pays to be nice, because if you're one of those two people, they really will want to help you.

It's interesting, I had a...

I had an issue myself with a call centre.

I won't go into detail who it was.

But I felt that procedurally and systemically something that that company doing was wrong.

And when I asked about it and was told that that was the policy, I said to the call centre staff, I said, look, this isn't new, but I think there is a systemic policy here.

I'd like to make a complaint.

How do I make a complaint?

And he told me how.

And we did the complaint together.

And all the way through, I was very keen to say,