When you're a customer, you have particular rights that the vendor has to uphold. It doesn't matter if you buy a jar of jam or a widescreen TV; you still have the right to a decent level of service. If you feel as though a particular company has not delivered when they said they would, you have every right to complain. It is a terribly British trait that people are all too polite. They would rather be unhappy with something than bother to make a fuss. However, when you settle for less than the best, though, you are doing yourself a great injustice for the money you have spent.
So, how can you complain to a company effectively? Well, the key to this process is taking things slow. The last thing you want to do is jump the gun. When you see that there is a problem, you need to figure out how you can make an official complaint. Here are five tips that will make everything much easier than it would otherwise be.
1. Identify your problem
Before you even pick up the phone, you need to make sure that you are 100% clear about your complaint. When you speak to a representative from the company, you need to keep things simple. They don't need to know more than what the problem is. That means that you should always stay on point. The moment you start to stray from your complaint, their repetitive will take advantage of that. Remember, often they will want to do anything they can to distract you from the problem. Avoid talking around the subject, and just get to the heart of the issue. That way, there is no way you can feel you have been manipulated in any way.
2. Keep calm and collected
There is no doubt you’ll be feeling a little wound up if the problem has angered you. Of course, when you pay for something and it is disappointing, you will be a little upset. That is normal. You can't let your emotions get in the way of your complaint. The moment you lose your temper, you have lost the argument. It's just not worth it at all. Before you dial the number, take a few deep breaths. You don't want to sound anxious or upset. Instead, you need to be assertive and confident in what you say. When people can hear that you are emotional, they tend not to take what you're saying seriously.
3. Tell the company what you want
So, you have a problem, what do you want the company to do about it? In some cases, you may just want to get your money back as soon as possible or a replacement item. If the issue caused you any extra problems, though, you might even want compensation. When you talk to a rep, you need to let them know how they can solve the issue for you. If you are clear in your demands, they will bend over backwards to help you. If you call up with a complaint, but no way to solve it, they will just apologise, but do nothing more than that.
4. Be persistent
There will be times when someone may try to fob you off and get rid of you. For example, people might tell you that they have to speak to their manager. When someone tries to end the conversation, you need to keep it going. Don't let them ignore what you have to say. Much of the time, the company employees don't know how to correctly deal with complaints. It is quite unprofessional, but some people may just try to avoid doing anything at all. If you suspect that someone is not doing their job well, tell them. Explain that you are the customer and you deserve their attention.
5. Get through to the right people
If you have to deal with a large company, you need to be savvy. These businesses have hundreds of staff members, and so you need to make sure that you speak to the right person. You might find the employee you speak to has no real power. If that is the case, there is no way they can help you with your problem. If the person you talk to doesn't give you any solutions, ask to speak to their manager. The further up the ladder you get, the more likely you are to get results. If you talk to the people who are in charge, you will see that they will give you the respect you deserve.
When you are a customer, the company has a duty to you. Remember, the customer is always right. Share your tip tips for being heard with us on Facebook or Twitter @ChurchillRL.