I agree that being polite is the best strategy with any CSR. They like to know what you want up front because they can usually tell if it may be something that is beyond their authority so thay can kick it up the food chain sooner. They are usually rated by how long their average call takes, not by how satisfied the caller is.

On the subject the OP that refers to the fact we have gotten our statements at a single address for years I'd like to point out that occassionally I get a peice of mail in a bag with appologies from the post office that it was so mutilated that it was undeliverable ( I send a lot of mail from my online business ) and it is very possible not to get a piece of mail, which is why all of my accounts are online only.

I have high enough limits on all of my accounts that I never have to worry about going "over the limit" and if you do have that problem then it is most definitely YOUR problem. I routinely throw away any CC offer that has less than a $20k limit. My biggest problem has been with BofA and it's merely an 'amusing' problem. I got one of their balance transfer offers with a CC offer for a 0% for the life of the balance and decided to take them up on it. I put the balance for the purchase of an investment property on it. Just a little over 15k... (then I put another $20k into it to make it rentable) that was over a year ago and they have been changing my payment date almost every month since. I also haven't gotten more than half of the paper statements on time. I asked the local postmaster to track the mailing recieved (by the local Post Office) dates and guess what - some of the statements were actually mailed ON the due date.... I think it's funny, since I make all my payments online on the last business day before they are due. After reading that first post I have to laugh because they still keep sending me new account offers... by his or her definition I'm a non-profit customer for sure...

If you are going to use a CC, then be very aware that the bank is not your friend. They are in it to make money and it's up to you to decide your own fate. Don't want a late fee? Don't pay it late.

By the way, if I don't get what I want from a CSR I just move my business elsewhere.

ArbolLoco said:6. STATE WHAT YOU WOULD LIKE DONE AT THE BEGINNING OF THE CALL
That way, the CSR stays under his/her "Average Handle Time" measurement of 190 seconds or less, thus looking good in front of the boss.

bravebiffy said:So for those who are considered a "non-profit," I would take that Chase rep's comments with a grain of salt. True, you're not as profitable as the irresponsible spenders who get charged high rates and carry a balance but you use their cards and you're a PAYING customer.The fact is that us 'non-profit' customers help balance the risk of their overall lending profile. High-profit customers also have higher risk of default; high profit boosts annual profits but high risk significantly decreases the value of the debt itself. 'Non-profit' customers allow credit card debts to be carried at a maximum value (or packaged and sold) without nearly as much discount for risk.

This is why 0% promos are so prevalent and will never go away - only 2 out of 10 customers have to 'mess up' for the offer to be profitable, but spread over 10 customers the risk is significantly lower. In this case, there is significant value generated from the typical non-profit/A0R customer; its just that the value is displayed on the balance sheet, not the income statement.

The OP has got the good customer thing totally wrong. Rewards are given to keep customers, not because a large cold bank feels like giving back. FW'ers are typically low profit, but get good service, because they can pay, and they can cancel. The csr knows this. I know people who carry large balances with high finance charges. They are not treated well, because they have no leverage.
Customer: "Lower my rate, remove my late and over the limit fees"
CSR(thinks): Or what? You'll payoff your balance & leave? If you could do that you wouldn't be paying $150 a month in non-deductible interest.

one thing no one has taken into account is that with the rewards cards, a higher intercharge fee is assessed to the merchant (read http://en.wikipedia.org/wiki/Interchange_fees for more info)

so if they're not making money on us - they're at least breaking even

Maybe a lot of people who think they're "no-profit" because they don't pay late fees and interest are actually not, because they've paid BT fees.

lender01 said:By the way, if I don't get what I want from a CSR I just move my business elsewhere.

Another option: Hang up. Redial. The hunt group connects you to a new, random CSR who may be having a better day.

Your local postmaster has access to the USPS database, but the easiest thing to track is when did they get the mail piece and if you ask, and they have time and reason to do it they can keep track over time of the date the local office recieves a particular mail piece and then cross check when it was recieved at the sending office. Unless you have an exceptional relationship with your post master don't expect to get such service....

chimera194 said:On being polite.

One thing I always do when I talk to a CSR is get their name and call them by their name - it let's them know that I acknowledge their existence, and that they are "human" and deserve respect like all people should.

Even when they try to push products, understand that it is a part of their job and that they have to say those things or else they wouldn't get paid. If you listen carefully, they are reading those product lines. You have to say no twice, then they let you off because that is what they are required to do.

Remember, it might be a single mother, or anyone without the fortunes of a "good" life trying to make a living. Give them some respect for that.

And call again, if that CSR so happens to be an idiot.

There's a simpler way to analyze it. If you are a very pleasant person to talk to, the rep will want to stay on the phone with you much longer.

The Chase rep responded in a new posting on Consumerist.com to several questions in the original consumerist.com thread.

http://consumerist.com/341359/chase-rep-insider-answers-your-questions