How Complaining Correctly Will Get You Better Service

Complaining is an art form. I'm not saying that every complainer is an artist and every gripe is a masterpiece. I mean that complaining effectively takes more than bad soup and a set of lungs. There are a few things a person can do to move them from the "Crabby-Old-Man-Who-Just-Wants-To-Hear-Himself-Talk" category to the "Legitimate Problem" category.

Be nice, but firm. Many people with a complaint simply attack the first person they speak to from customer service. This will immediately put them on the defense. You want them to genuinely want to help you. Customer service reps can be allies in your battle, instead of obstacles to overcome. Explain to them that you need their help to resolve your crisis.

State your problem. A customer service representatives entire job revolves around hearing peoples' problems. Tell them what you wanted, what you actually received and, why you're not happy about it. Once you've told them, explain what they can do to fix the problem and make you happy. Keep your request within reason. If its a $10 mistake, ask for a $10 compensation, not $500. Be willing to be flexible, there are some things that really cannot be fixed.

If you can't get your problem fixed with the rep your speaking with, ask to speak to his or her supervisor. While most of the customer service folks have the authority to help you, sometimes a supervisor has the power to do a little more. Be polite when you ask to move your complaint upward. Word of an ill-mannered complainer will not aid you in your quest for satisfaction.

If you don't get the satisfaction you need. Write a letter to the company. Don't threaten to do it, just do it. Over the years, I have had to write the occasional complaint letter to a company and have received a positive reply each time. Follow the same rules in writing the letter as when talking to the CSR. Be polite, but firm. State the facts. Explain your desires, within reason. Remember, writing a letter sends the message that you are serious enough about your complaint to take the time to put pen to paper. Most people stop with a phone call, but a letter means business to upper level management.

As a side note, I have also written letters to compliment the work a company does. This can have some very positive effects. Its important to call attention to both good and poor products or services.