A kitchen table at evening covered with a fanned stack of blank statements, a highlighter, a calculator and a phone, with a hand mid-note.

The Call

A scripted, twelve-minute phone call that gets a bill lowered, including the exact sentence that moves you to the department that can do it.

Module 4 of 84 lessonsWritten in full1 worksheet

Start this module The whole course

The lessons

All 4, in the order they are read.

1. Who you are actually talking to
The first person who answers is measured on call time and has a discount ceiling; retentions is measured on saves and has a different one.
2. The script
Six sentences: what you have, what it costs, what is published, what you want, what you will do otherwise, and silence.
3. What you will do otherwise
The only leverage a household has is the ability to actually leave, and it only counts if you have already checked that you can.
4. Getting it in writing and diarising the reversal
A promotional rate that nobody diarises reverts, and the reversal is how a household ends up back where it started in eighteen months.

The worksheet

Call sheet and outcome log

Print one per vendor. Fill the top half before you dial — especially the alternative, which you must have checked — and the bottom half while you are on the line. The reversal date is the most valuable field on the page.

Call sheet and outcome log
Field	Fill before dialling	Fill during the call
Vendor and account number	From the statement	—
Current charge and start date	From the register	—
Published tier you are asking for, by name	From Module 3	—
Your specific alternative (vendor, plan, price, date)	Checked, not guessed	—
Name of the person you spoke to	—	—
Department	—	Front line / retentions / supervisor

6 further rows in the downloadable sheet.

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