How to Word a Complaint

Letters can help when phone calls don't work.

If you consume goods or services of any kind (and everyone does), then at some point you are going to have a complaint. It might be a waiter who got your order wrong or an error in shipment when you purchased an item online. Be careful how you go about doing it, however; there are good and bad ways to complain. The purpose of a complaint shouldn't be just to vent your frustration; you need to word it carefully if you expect to get tangible results.

Instructions

1. Ask to speak to someone specific; it can be the name of the person who took your order, or simply the complaint (or customer service) department. Address the respondent politely, such as "Dear Mrs. Jones" or "How are you, today, Mrs. Jones?" This gets the interaction started off on a positive note.

2. Keep your words neutral. Say things like "There is an issue with this package I ordered," not "Your company sent the wrong package." Avoid wording the complaint in such a way that makes it seem like it's the respondent's fault; he might not have been the one to make the mistake.

3. Tell the respondents only what they need to know. Explain just the present issue -- not how the company disappointed you in the past (unless this is the reason for your complaint). Leave out extraneous details that will prolong the time it takes to resolve your issue.

4. Ask for what you want -- don't leave your complaint open-ended. State that you would like a speedy delivery, refund or coupon for future service, depending upon the nature of your complaint. Make the request polite but firm. Always say "please" to whomever you are speaking.

5. Thank whoever helped you for the time and effort that she put into the situation. This will leave the representative with a favorable impression of you, making her more likely to take your complaints seriously in the future.

Tips & Warnings

• You can call the customer service department, but it's often hard to get a live human being on the phone. Write a letter to express your frustration instead. You can express your thoughts more clearly and without interruption.

• Do not complain while you are angry or upset; wait until after you have cooled off. You could sound ruder or less cooperative than you intend, and you will fail to fulfill the purpose of your complaint, whether it be receiving better service or just getting someone to take your concerns seriously.

References

• 101+ Complaint Letters That Get Results, 2E: Resolve Common Disputes Quickly and Easily; Janet Rubel; 2006