Get to a supervisor
Realize that the reps don't have many options.

"Most consumers who are calling the credit card companies aren't getting that much flexibility," says Abbott.

This becomes a serious issue if you're calling with a problem that can do damage to your credit, such as an illness that will keep you out of work.

"We recommend that if it's a short-term hardship, talk to a supervisor," Abbott says.

"Normally, you ask a customer-service supervisor for someone in the hardship department," Abbott says. "And you should get the phone number of that department."

"The lower people are not empowered to make tough calls," Avila, the sales expert, says. "But the supervisor can make those decisions."

"Always insist on the supervisor," Bilker says, which is everyone's first tip. "I really believe that they're trying to get you to give up. Sometimes the rep will say my supervisor can't lower the rate, but then the supervisor comes on and he does," Bilker says.

Even Beth Haiken, a vice president at major credit card company Providian, agrees that it's frequently best to ask for a supervisor.

"Our representatives are empowered to address a wide variety of customer issues, but we certainly would want our supervisors to be involved if there is a problem," she says.

Don't get discouraged by difficulties in getting to talk to the right person because it's in your best interest to actually talk with a helpful human being, whether it's a small problem like a late fee or a larger problem, like unemployment.

"Always communicate during the bad times," Abbott says. "Nobody knows you're having a problem unless you call."

Communication is key, says Haiken.

"Having their account number, and any other information that's relevant, is important," she says, "but even more important is that they be able to articulate why it is they're calling.

"There's no need to be shy. Tell us what you need help with. You'd be surprised how many customers don't do that."

What the rep's goals are
Remember, the rep has other priorities.

"There are all kinds of goals and incentives," Avila says. "If you call and ask about a fee, they want to see if you can consolidate with them. You want to be aware of that. Customers think the rep's goal is to serve, and the representatives think of it as an opportunity to sell. And that's how the conflict arises. We're told it's a customer-service call, and it turns into a sales call."

The more products a rep can sell you, such as credit insurance, a balance transfer or another card, the more that rep is paid.

This means your goal is to get your question answered, and the representative's goal is to get you thinking about other things.

Once you understand that any service call is also a sales call, you can fight back.

"Stay on task," Avila says. "If you have a problem, stick to that problem and don't talk about other issues."

Finally, when staying on task and the supervisor route doesn't work, there's the persistence solution.

"If you call once and aren't happy, call again," Avila says. "Go ahead and call a few times."

He's had experiences with a terrible representative and later a wonderful representative from the same company. Your goal is to find someone interested in helping you out, he says.

"My favorite companies are the ones who do what I want," says Bilker. "At one point or another, they all have."

"All have also annoyed me," Bilker says. "They've all treated me well and all treated me poorly."

Know what you want
Clear goals mean more pleasant phone calls, says Johnson.

"A lot of it has to do with the consumer knowing what they want to have accomplished so they're not just fishing around and being dissatisfied with whatever options are presented," Johnson says.

At the same time, it's smart to be realistic.

"I don't know that they always can offer you a better deal," Johnson says. "Know what you want when you go into it and make sure it's realistic. If you want a 3-percent rate, the chances of your getting it are pretty minute."

"If it's a lengthy dispute, [consumers] need to have all their info," says Kerri, the former customer-service supervisor. "They do need to take notes and get the representative's name and whatever information they'll give you, like operator number and location. They should tell you where they are.

"If a customer has notes from a previous conversation or information on when they mailed the payment, that's good," Kerri says.

"They should have rate-promotion materials and be ready to fax it over."

"I always prepare for my call before I call," Bilker says. "I ask what I've been charging on my card recently. I say, 'I've charged $10,000 in two years and I've paid it all off, and I'm sure other banks would like that business.'"

And sometimes you want to be more aggressive.

"You've got to push a little," says Bilker.

An example is when you call about a lower interest rate. "If they say 9.9 percent for six months, try to push them."

"Discover called me with 6.9 percent for six months. I asked if that was their best offer, and they said 4.9 percent. I asked again and it became 2.99 percent."

You have some control over how the conversation will go, consumer advocates say.

"For the most part, the caller sets the tone," says Johnson.

Time your call wisely
There are other things you can do to make the experience more pleasant. For one thing, plan the timing of your call.

"I have had better luck getting good supervisors during the week," says Bilker of Debtsmart.com.

Odd hours and weekends often mean less senior staff.

"Usually people who are hired for late nights are students or housewives with day-care problems," says Kerri.

Some credit card issuers, such as Bank of America, have computerized helpers that seem to be the only option for having questions answered.

When you can't figure out how to get live help, use Bilker's solution.

He types in an incorrect account number: two digits and the pound key. That usually brings in a representative.

If you have a serious problem, your first goal is to talk to a human being about it.

Why service is often bad
So why is the service so bad?

"I don't think they care," Avila says. "The customer base is so mammoth, and the cost of doing business the right way is so high, that they just don't care."

The credit card industry knows it has millions of new card users every year, he says.

"If the customer base shrunk to a point where you had to keep customers to stay in business, service would change," he says.

Haiken, of Providian, argues that the card companies do try to provide competent customer-service assistance.

"We have an in-depth training program that begins with classroom training and continues when a representative goes out on the floor," she says. "We monitor a statistically significant sample of each representative's calls each month.

"Team managers use this information for coaching and providing feedback. We also compare it to other information, such as customer satisfaction research, to make sure we understand how we're doing."

If all this calling and bargaining seems too stressful, there is always the strategy Johnson, of Consumer Credit Counseling of Nevada, uses -- avoid calling altogether. That usually means paying your balance off every month, and not caring what the credit card says.

"I try never to talk to anybody," she says. "I use my cards as a 30-day charge. I don't care what they do with the interest, so it doesn't bother me."

See also:

• 8 tips for dealing with customer service -- Get what you're after with a minimum of fuss.
  
  
• Crawling through the customer-service maze -- Our intrepid reporter tries to get a straight answer and does ... finally.
  
  
• Calling tech support will cost you -- You don't spend so much time on hold, but you'll pay for the help you get.

Aviya Kushner is based in Iowa City, Iowa.
Illustrations by Brandy Kesl