How to Complain Effectively
Reaching a positive outcome to a negative situation is one of the greatest challenges people face every day. This is especially true for consumers who do not always get the problem resolved on the first try. You stand to gain better results by remembering that customer service representatives are much more likely to accommodate a calm, polite yet direct complainant than a rude and demanding one.
Other People Are Reading
Instructions
-
-
1
Keep a detailed paper trail of facts, dates, names, communications, receipts and any other pertinent information. Structure the complaint so the person on the receiving end does not become defensive. Formulate your approach as more of a favor than a demand by tactfully asking for your desired resolution. Be flexible enough to accept alternative options when your specific request cannot be fulfilled.
-
2
Realize that customer service representatives, particularly those over the phone, have limited decision-making power. Explain your problem to the initial representative with the understanding that you may have to ask to speak with a supervisor or other person who has the power to make changes.
-
-
3
Admit to your part in the problem if you have one. (An example would be if you were late paying a bill and want the company to reverse the late charge.) Realize there may be a time when you will not be satisfied with the outcome no matter how positively you approach the problem. Avoid making threats even if you fully intend to file a report or contact an attorney.
-
1
Tips & Warnings
Note the times, dates, full names and events as soon as you can after they occur. Even one day's delay may cause you to forget important facts which you'll later need in your memo.
Keep copies of everything.
Although it may be difficult, be professional at all times, and do not use foul language, especially in writing.
References
Resources
- Photo Credit Keith Brofsky/Stockbyte/Getty Images
More Like This
Comments
-
matchris
Feb 11, 2009
Very good advice.
