Effective Complaining
What do you do when you run into a problem with a product or service you've purchased? More often than not you sit on hold for an eternity after having been transferred umpteen times. Not many people these days seem committed to great customer service. In some cases, you just can't seem to resolve the problem, and you just give up in frustration.
Below are some tips that might help achieve better results when you seem to run into a brick wall.
First, make sure that your complaint is reasonable. If you ordered an item and it arrived broken then you are entitled to repair or replacement. If you're simply unhappy with a purchase you made then you're probably out of luck. Once you have determined that your complaint is legitimate, know your rights. Read the fine print so you know what you're entitled to.
When you approach the company, it will help if you remain calm and treat the person at the other end with courtesy. Not only is the problem not their fault, they may deal with many irate people each day. Being polite will usually motivate them to try and help you. In addition if the complaint escalates to upper levels of management, the fact that you operated professionally will only help advance your cause.
If you are angry, it's helpful to wait until you have calmed down to initiate the complaint because you don't want to alienate the person that is trying to help you. Rather than accusing, try to phrase things in a positive way and request help in solving the problem. Letting the person at the other end know that you are a long time customer or that you have referred others to them might help. Acting as if you want to simply get past this problem, and continue to do business with the company often goes a long way toward getting them to cooperate.
That said, be assertive. If things aren't resolved to your satisfaction, speak up. When the person you're working with can't help you, ask for the name of a higher-up that can. Though some people suggest going straight to the top, I like to proceed along the chain of command as someone along the way can often help. Give each person a chance to respond, and help if they can.
If that doesn't work, and you need to go to the top, get the name, business address and phone number of the manager, owner, president or vice president who has the authority to resolve your problem. In some cases you might even want to communicate with board members. Again, be polite yet persistent.
Be specific. Don't rant and rave and complain about everything under the sun! Isolate the specific problem, and how you would like to see it resolved. In some cases it may be absolutely impossible to obtain the specific compensation you want; perhaps the item has been discontinued or the hotel is completely full. In this case it helps to be open to compromise, some solution that will be satisfactory.
Keep a record of everything, write down the name of each person that you have communicated with, whether by phone, email or in person. Document the steps you have taken to resolve the problem. Make sure to keep at hand all receipts, warranties, reservation numbers or other documents pertaining to the issue.
When writing a letter, you will have more credibility if it is neatly typed or written, with proper grammar and spelling. Remember to provide your contact information and always keep a copy in the event you need to refer back to it. Include copies, never originals, of any materials related to the complaint.
What can you do when all else fails? Reporting a company to the Better Business Bureau or posting on a site such as AngryShopper.com will certainly help to warn others to stay away from the business in question. If you paid with a credit card you may be able to notify the credit card company within the allowable time limit that you wish to file a dispute. Filing a complaint through the Attorney General's office of your state, or a claim in court may be the final step to take if the problem is worth the time and expense.
If someone has gone out of their way to help you, consider a call, e-mail or letter of appreciation. It's always nice for folks to receive acknowledgement of their effort.
Christina specializes in handling complaints for people all over the United States and Canada and has obtained excellent results for her clients.