You have credit card debt. Maybe you even have so much credit card debt that you feel like you’re drowning in it. You’re paying late. Your credit card company is contacting you demanding payment. Maybe you’re even avoiding them or ignoring them, because you don’t know how to handle the situation. Or perhaps you’re not in a lot of credit card debt, but you’re sick of your less-than-ideal terms when you know you could be getting a better deal.

There are debt collection guidelines in place from the government, which protect your rights as a consumer when it comes to collection practices. So the first thing to do is calm down if you’re feeling too stressed or nervous to contact your bank. Your credit card company cannot harass you. Whether you’re trying to climb out of debt or just secure better terms, the best thing you can do is get control of the situation. You can often do that by trying to negotiate with the credit card company.

Here are three tips for negotiating with your card’s issuing bank:

1. Remember that you are a customer.

No business wants to lose a customer. If the reason you can’t stay on top of your credit card bill is related to high interest payments, call the creditor to talk about it. If they know you’re considering transferring the balance to a lower-rate card (meaning they’ll lose those interest payments and fees altogether), they may be willing to negotiate a lower interest rate with you. You’re a customer. Don’t be afraid to use that status to your advantage.

2. If you want something, ask for it!

Don’t be afraid to ask for changes to your account–a lower interest rate, higher credit limit, or even to have an annual fee waived. The worst your credit company can do is say “no.” When you contact the bank, always immediately ask to speak to a manager or supervisor. Most customer service representatives probably don’t have the authorisation to make changes to your account anyway.

3. Be Prepared to Back up Your Request

While it’s possible to negotiate with your credit card companies, you’ll have a better chance of succeeding if you can give documented reasoning for your request. For example, if you want a lower interest rate and you plan to play the “I’m willing to switch companies” card, you might want to arm yourself with statistics on similar card interest rates from their competitors. If you want to make new payment arrangements because you can’t afford the full monthly payments for a limited time, you may need to offer proof that you lost your job or are now suffering from another financial hardship.

Credit card companies may seem big and “scary,” especially when you owe them a lot of money. But don’t be afraid to negotiate. At the end of the day, they’re just a business, you’re a customer, and their reps are just people. People really can be reasonable.