Be nice
Put a smile in your voice. Note the person’s name and ask him or her a polite, casual question: “How are you today?” will suffice.

Be real
Don’t patronize, order around or talk down to the rep. If you treat the rep as if he or she is a human being, not a machine, you’re more likely to get a humane response to solving your problem.

Be concise
Don’t babble on and on. State your problem, and give the rep a chance to answer your questions. There is such a thing as too much information, and many otherwise lovely reps will punish you for giving it.

Listen
Use the same active listening skills you’d use in casual conversation with a friend: Give the rep a chance to speak without interruption and listen to what he or she is saying before you respond with something of your own. Be respectful of the other person’s process and give them the information they require to process your request.

Control your emotions
If you aren’t hearing what you want to hear, don’t take it out on the rep. Chances are good that it’s beyond his or her control. Your anger will only serve to exacerbate the situation. Ask the rep to hold, count to ten, take a deep breath and chill the heck out. There’s no need to make the situation personal.