Effective Customer Service Complaints: Turning a Negative into a Positive

Ever heard of the saying "you catch more flies with honey..."? I would imagine that just about everyone has heard this phrase at some point in their life. Having worked in customer service for almost a decade, however, I am inclined to believe that most consumers throw this advice aside when something goes wrong and they allow their emotions to get the better of them. Although releasing negative emotions can be satisfying, most people don't seem to realize that when it comes to customer service they are only cheating themselves out of potential benefits when they choose tantrums over reason. Negativity only begets negativity; if you want to have your voice heard and receive some form of compensation for your trouble then you need to approach the situation from a different angle.

I once dated a girl who, although older and supposedly more mature, was under the impression that if she did not scream and throw a tantrum whenever something had gone wrong or she was upset, then people would not listen or take her seriously. I'm reminded of her mentality whenever I encounter an overly emotional customer. Perhaps it's just me, but I have a hard time taking a screaming person very seriously, especially when they're in the throes of a tantrum that would rival anything produced by my four year old daughter. Such outbursts are to be expected from someone her age, but when you're 40 years old and having a tantrum because you're Victoria's Secret thong is not going to arrive for one more day- we have a problem. But I digress. I prefer to focus on the positive, not on the negative. With that in mind, please allow me to offer a few suggestions that may turn a negative experience into a more positive situation- for you and for the representative assisting you. Just keep in mind that I have been working in a call center for the past for years, so that is the perspective from which I will be writing.

First off- stop screaming. You are neither threatening nor intimidating and screaming is not going to produce the desired result. Most of the people I know, when confronted with a screamer, simply focus on getting rid of the nuisance. In doing so, they move quickly, which means that they are not going to take every possible step in order to satisfy the customer; they are going to complete the bare minimum and close the call. By screaming, you are not getting more- you are getting less. Rather than losing your temper, try taking a deep breath and speaking in a calm, professional tone. Chances are the person you are speaking with did not directly cause your problem; that does not mean that they don't want to help you or make amends for a service failure. Treat them with respect and you may be surprised at what they will be willing to do to accommodate you.

Being upset is understandable; being abusive is not. I once listened to a man hurl every conceivable obscenity at a customer service representative only to end the call by informing us that he was a priest. When someone is abusive towards you, how does that make you feel? Do you feel compelled to stick around, or to bend over backwards in an effort to please them? I don't. I can accept a customer's frustration when a situation has gone awry; while I want to assist them in solving the problem (and possibly offer them some form of compensation to make amends for the error) I will not allow them to use profanity or to degrade me. Nor will I feel inclined to do as much on their behalf. I sometimes feel as though some consumers are too quick to forget that they are speaking to another person- not some lower life form. Do unto others as you would have them do unto you. Just because someone made a mistake does not empower you with the right to bully them over it. Be professional in your temperament and let your good judgment guide your words and actions.

Finally- you need to know what you're complaining about. This may seem pretty straightforward but it's something that I need to bring up nonetheless. It may come as a surprise, but I receive a lot of correspondence throughout the day in which I am unable to determine what the customer is having a problem with. You would think that a customer would try to be very direct when making a complaint, but perhaps the emotional response to the problem is too heavy and simply clouds their words, preventing clarity. If the complaint was more direct, or if the desired resolution was put into writing, I would be able to assist the customer in a much more efficient manner. Not being clear is only going to delay the outcome of your complaint; it leads to confusion and frustration, neither of which will enable a satisfactory resolution. If you are writing a letter or an e-mail then consider saving a draft that you can revise at a later time. Sometimes, taking a break from your writing will allow you to return to it with fresh eyes and a new perspective. Editing a complaint several times before sending it can help you get your point across to the company and expedite a satisfactory resolution. If you're calling in with a complaint then try to be patient with the representative. They may not be able to do exactly what you'd like but let them explain all of your options before you dismiss them; you may be able to compromise, something that will also expedite a resolution to your problem. Above all else, seek clarity in your words- written and oral.

It can definitely be a frustrating, even time consuming experience when you're trying to voice your complaint and have your voice heard. I wouldn't dispute that; I've been on the other side, I know how it feels. Still, it's because of my experience in handling these complaints that I am able to offer some advice towards achieving your desired resolution. By overcoming your frustrations you will avoid an emotional outburst that could potentially thwart the productivity of your complaint. My experience on the corporate end of handling a customer's complaint has actually helped me to complain more effectively as a customer when I've had a poor experience with a company. By remaining calm and focusing on the specifics of the problems I have been able to achieve very positive results with these companies. Let the "Golden Rule" guide your thoughts and actions; a positive attitude can achieve much greater results.