How to Write an Outline for a Complaint Speech

Outline and rehearse your complaint speech before you pick up the phone.

What's your CQ? The answer, of course, has to do with your ability to complain about everything from politics to social issues and particularly in response to having been sold a lemon (phone, computer, car, you name it). Some folks have a penchant for staying silent and suffering. Others confront in person. If you are planning to voice your dissatisfaction via phone, you may wish to draft an outline for a complaint speech, That way, you can also use the template in the future should other similar situations arise.

Things You'll Need

• Outline
• Phone

Instructions

1. Relate your complaint to existing law, social etiquette or other civilities and keep your rights in mind as you write an outline for an upcoming complaint speech.

2. State the problem and the reason for your complaint, making certain this part of your outline pinpoints the crux of the issue, not just the latest chapter in an ongoing conflict that's left you frustrated and angry enough to precipitate this action.

3. Cite evidence, experiences, dates and personnel involved with the issue about which you're filing a complaint. Streamline your language. Strip it of rants and opinions. State your case as though you're a reporter given 100 words to tell your story.

4. Explain why you found the reaction to your request, appeal, statement or position objectionable, using language and past examples of behaviors that triggered your "enough" alarm.

5. Ask for what you want within the next field of the outline. State what you expect in return for having been subjected to mistreatment, bad service or offensive behaviors by the company or people with whom you've interacted. Be specific.

6. Explain what you plan to do if your complaint goes unresolved---the campaign you intend to wage against the person or entity to which you're complaining. Again, offer specifics.

7. End your outline with a section that summarizes and reiterates your complaint in succinct language that repeats the remediation you seek.

8. Rehearse your complaint speech, following the narrative in the outline's structure. Ask friends to listen to it. Take their feedback if they advise you that your speech is too emotional, too long or too confrontational.

9. Request a supervisor if you reach a customer service person when you call to deliver your complaint speech. Don't waste time and emotion on anyone unable to grant your request or make decisions. Stick to the outline -- and to your guns. Be polite but persistent. Prepare to spend whatever time it takes to get a resolution.

10. Record the names and titles of the people with whom you've spoken. Take extensive notes while conversing. Write the date of your complaint speech on the calendar. Ask when you can expect resolution to your complaint and record that on your calendar, as well.

References

• NSKNet: Making Simple Speech Outline
• How to Complain: Methods
• MSN; Money Central: How to Complain and Win
• Ohio Director of Natural Resources: Verbal Complaint Scenarios