Slash your bills with a phone call: 7 pro negotiating tips

As we get deeper into the holiday season, it may feel like your expenses are piling up. Reducing your monthly bills can be one way to ease the pressure on your budget.

Lowering your bills might be easier than you think. With a phone call and a little preparation, you may be able to save money on internet, phone, cable or utility bills — and maybe others. Talking to your service providers could, for example, get you a lower rate or promotional discount, or point you toward a financial-assistance program.

Use these expert tips to negotiate better deals with customer service representatives.

1. Time the call right

The outcome of the conversation can largely depend on when you pick up the phone. Choose a moment when you have time — and patience — to spare, so you can focus fully on the call.

People should avoid calling when “they're going to be rushed, or they're cranky, or they've got a kid screaming in the background, or it's 4 on a Friday and they've had a bad week,” says Teresa Murray, director of the consumer watchdog office of the U.S. Public Interest Research Group.

You may have better luck calling customer support at certain times of the year, too.

Kenan Acikelli, who spent three years working as a customer service representative for a telecommunications company, said it was often easier for customers to negotiate bills at the end of the year or during periods such as Black Friday and back-to-school sales.

2. Talk to a real person

When you dial a company’s support number — which you can typically find on its website or your billing statement — you’ll probably be routed through an automated system first. Speaking with a live person will give you a better chance to explain your situation and discuss possible solutions. Try pressing “0” or saying “representative” to reach a real person faster.

Murray recommends using gethuman.com to locate companies’ customer support phone numbers and other information that can help you connect with a live representative, such as service hours and instructions for navigating the phone menu.

3. Be polite

People we talked to said that politeness is your best bargaining chip in negotiations. Customer service agents will probably be more sympathetic if you speak kindly and respectfully versus using a harsh or demanding tone.

“I’ve seen people come in frustrated, but those who stayed calm always ended up with better results,” Acikelli said. “I would often go out of my way to offer them additional promotions or discounts simply because they asked kindly.”

4. Compare prices and ask about other cost-saving options

Ahead of the call, learn what prices and deals your service providers’ competitors offer, and leverage that information, said Babu Jayaram, head of customer success and strategy at Qualaroo, a customer and user feedback software company.

"It shows that you’re an informed customer, and reps often have some discretion to match or even beat those rates to keep you on board,” he said in a prepared statement.

5. Play up your history with the company

Having your account details ready can save time and reduce friction on the call. Log in to your online account or check your statements for information, such as account number, plan features and past payment dates.

If you’ve been a customer for a long time, consider using that information to your advantage, especially if you have a record of on-time payments. Companies value loyalty, and employees may have customer retention goals they’re trying to meet. Keeping you as a satisfied customer is in the company's best interest.

6. Be persistent

Don’t take the first “no” for an answer. Explain your situation again, and get straight to the point. For example: “I’d like to continue using your service, but I simply can’t afford to pay the price. What can we do to bring the bill down?”

If you still get nowhere, try escalating the request. The representative you’re speaking with might not have the authority to lower your bill. Kindly ask to speak to a supervisor, who may have more problem-solving experience and power to make decisions.

7. Don’t be afraid to walk away, if that's an option

Despite our best efforts, customer service calls can lead to dead ends. Prepare for the possibility that your provider won’t budge.

Ahead of the call, consider whether terminating the service is a step you’re willing to take. If ending the relationship is an option, and your representative can’t save you money, ask to begin the cancellation process. Showing that you’re serious may prompt them to make you a better offer.