We’ve all suffered dissatisfaction with a product or service worthy of a complaint. But not everyone walks away satisfied with the results. Not all complaints are equal nor are the steps we take when we’re complaining.
Not everyone knows how to complain properly and when we don’t do it right, we end up angry and more frustrated than before we started. To help you navigate through the process follow these few simple steps to help gain the results you desire.
1. Be informed about the product or service you purchased and your expectations. Check the company’s website for answers to their return policy and to learn if there have been similar complaints and how the company responded to them. Also, check complaint sites to learn if others have had similar experiences. This is helpful information as you go into the complaint process.
2. Be prepared with receipts and or confirmation numbers. You will be asked to produce those.
3. Ask the person you’re dealing with if they are the decision maker. Save yourself some grief by speaking to the right person the first time. There is nothing more frustrating then having to repeat your story to several different people.
4. Be respectful when voicing your complaint. Don’t verbally attack the staff or the establishment. This will get you nowhere. State your complaint in a reasonable and professional manner giving clear and concise details of why you are dissatisfied.
5. Have a reasonable expectation of your wants. A good customer service provider will ask you what they can do to make this right. You need to have a clear answer.
6. Be flexible in your demands. Don’t demand a new car because the stereo in the one you just purchased a year ago stopped working; you will lose credibility and people will stop listening.
7. Be willing to negotiate. Instead of a full refund be willing to accept a product of equal or better value, or a complimentary service.
If all else fails and you have taken these steps to no avail; there is nothing wrong with going to the top. Look to websites such as Dial a Human or Get Human, for direct dial phone numbers of corporate offices by-passing automated voice systems, or Jigsaw (this is a subscription service) business directory to reach the CEO.
Be prepared to give dates, times, and names of those you have already spoken with and explain why you are still dissatisfied with the result. Every business wants happy customers. A happy customer is a repeat customer so don’t give up, give them the opportunity to make things right.