Contacting ETS (Educational Testing Service) can be necessary for a variety of reasons, whether you're seeking information about a test, need assistance with your account, or have questions about scores. ETS administers several standardized tests, including the TOEFL, GRE, and Praxis exams, and provides customer support to help test-takers and institutions. Below is a comprehensive guide on how to speak to someone at ETS, including the best methods to reach them, tips for effective communication, and alternative solutions if direct contact isn’t immediately possible.

1. Understand Your Reason for Contacting ETS

Before reaching out, it’s important to clearly identify why you need to speak to someone at ETS. Common reasons include:

• Questions about test registration or scheduling.
• Issues with your ETS account (e.g., login problems, forgotten passwords).
• Concerns about test day procedures or accommodations.
• Questions about score reporting or delays.
• Disputes or inquiries about test results.
• Requests for refunds or rescheduling.

Having a clear understanding of your issue will help you navigate ETS’s customer service system more efficiently and ensure you’re directed to the right department.

2. Visit the ETS Website for Self-Service Options

Before attempting to speak to someone, check the ETS website (www.ets.org) for self-service options. Many common questions can be answered through their extensive FAQ sections, user guides, and online resources. For example:

• Test-specific information: Each test (TOEFL, GRE, etc.) has its own dedicated section with details about registration, preparation, and score reporting.
• Account management: You can reset your password, update personal information, or view your scores online.
• Score reporting: Most scores are available online within a specific timeframe after the test date.

Using these resources can save you time and may resolve your issue without needing to contact customer service.

3. Contact ETS Customer Service by Phone

If self-service options don’t address your concern, the next step is to contact ETS by phone. Here’s how to do it:

Step 1: Find the Correct Phone Number

ETS has different phone numbers for specific tests and services. Visit the “Contact Us” page on the ETS website to find the appropriate number for your needs. For example:

• TOEFL: +1-609-771-7100 or +1-877-863-3546 (toll-free in the U.S., Canada, Puerto Rico, and U.S. Virgin Islands).
• GRE: +1-609-771-7670 or +1-866-473-4373 (toll-free in the U.S., Canada, Puerto Rico, and U.S. Virgin Islands).
• Praxis: +1-609-683-2008 or +1-800-772-9476 (toll-free in the U.S., Canada, Puerto Rico, and U.S. Virgin Islands).

Step 2: Prepare Your Information

Before calling, gather all relevant information, such as:

• Your ETS account number or registration number.
• Personal identification details (e.g., name, date of birth).
• Test date and location (if applicable).
• A detailed description of your issue or question.

Step 3: Call During Business Hours

ETS customer service is typically available Monday through Friday, 8:00 a.m. to 7:45 p.m. U.S. Eastern Time (excluding holidays). Calling early in the day can help you avoid long wait times.

Step 4: Be Patient and Persistent

Wait times can vary depending on call volume. If you’re unable to reach someone immediately, try calling again later or using the callback option if available.

4. Use the ETS Live Chat Feature

ETS offers a live chat option for certain inquiries, which can be a quicker alternative to phone support. To access live chat:

1. Visit the ETS website and navigate to the “Contact Us” page.
2. Look for the live chat option (usually available during business hours).
3. Provide your name, email address, and a brief description of your issue.
4. A customer service representative will assist you in real time.

Live chat is particularly useful for straightforward questions or account-related issues.

5. Send an Email or Submit an Online Form

If you prefer written communication or your issue isn’t urgent, you can contact ETS via email or their online contact form. Here’s how:

1. Visit the “Contact Us” page on the ETS website.
2. Select the appropriate form or email address for your inquiry (e.g., TOEFL, GRE, Praxis).
3. Provide detailed information about your issue, including your contact information and any relevant account or test details.
4. Submit the form or send the email.

Response times for emails and forms can vary, so this method is best for non-urgent matters.

6. Reach Out via Social Media

ETS maintains active social media profiles on platforms like Twitter and Facebook. While these channels aren’t typically used for resolving complex issues, they can be a good way to get quick answers to general questions or to escalate an issue if other methods haven’t worked. Send a direct message or post a public query, and a representative may respond.

7. Visit an ETS Office (If Applicable)

If you’re located near an ETS office, you may be able to visit in person for assistance. ETS headquarters is located in Princeton, New Jersey, but they also have regional offices in other countries. Check the ETS website for office locations and hours.

8. Tips for Effective Communication with ETS

• Be polite and patient: Customer service representatives are more likely to assist you if you remain calm and respectful.
• Document your interactions: Keep a record of your calls, emails, or chats, including the date, time, and name of the representative you spoke with.
• Follow up: If your issue isn’t resolved in a timely manner, don’t hesitate to follow up with ETS.

9. Alternative Solutions if You Can’t Reach ETS

If you’re unable to speak to someone at ETS or your issue remains unresolved, consider these alternatives:

• Contact your test center: If your issue is related to test day logistics, reach out to the center where you took the test.
• Reach out to your institution: If you’re taking the test for academic or professional purposes, your school or employer may be able to assist.
• File a formal complaint: If you believe ETS has mishandled your case, you can file a formal complaint through their website or contact relevant regulatory bodies.

Conclusion

Speaking to someone at ETS may require some patience and persistence, but by using the methods outlined above, you can increase your chances of resolving your issue efficiently. Start with self-service options, then escalate to phone, live chat, or email if needed. Remember to prepare your information in advance and remain courteous during your interactions. With the right approach, you’ll be able to get the help you need from ETS.