BOSTON -- In tough economic times, customer service jobs are often the first to go. And that means customer frustration may rise.

So how can you get what you want every time you deal with customer service?

First of all, be prepared when you call or visit customer service. Make sure you have all of your paperwork and be clear about your problem. Most importantly, know what you want.

"Assertive is a communication skill that we should all have as being firm yet calm," said Jon Hurst, president of the Retailers Association of Massachusetts. "Really stating your case very clearly and firmly."

And in doing so, engage and empower the person trying to help. Ask his or her name, and use it during your conversation.

Hurst suggested saying to a customer service rep: "I need you to help me resolve this problem because it is not only a problem for me, but it is also a problem for you and your employer."

Don't get frustrated if you feel like you've reached a dead end. Try to get help another way by asking to speak to a supervisor.

"If customer service isn't going to help you, you need to look for a department manager, a store manager, you know, someone above customer service who can get you an answer and can give you a result," Hurst explained.

Always be polite and calm. Raising your voice rarely helps.

"Nine times out of 10, that customer service agent had nothing to do with the problem you are going through," Hurst said. "You have to show them a little empathy. And the more empathy you show them, the more likely they're going to try to go the extra mile to help you."

Finally, don't give up. Keep a log of who you talked to, when you called, and call repeatedly if necessary. But always remember, be nice.

If you get what you want in the end, say thank you. If you don't, tell them you're not going away. And if that doesn't work, e-mail NewsCenter 5's Susan Wornick.