3 more habits of an effective complainer

Techniques to improve your complaining skills!

If you are not used to complaining, don’t like complaining, get fobbed off easily, but don’t like being out of pocket there are things you can do to help you improve your technique. Look out for the new book soon!

But in the meantime here are another three tips to start you off!

border shapes how to improve your complaining habits

1) Craft your tweet carefully

If you do tweet to call out a company on their poor response time, for example, take a moment to carefully word your tweet so that it clearly gets the message out to them and to the public, for the best response. Make sure you include the Twitter handle of the company (“@companyname”) so that they get to see your messages about them.

Jacob had been an emailing a company about a delivery that hadn’t arrived so he sent a tweet “hello @retailer my order hasn’t been delivered”. The company apologised and took it into direct messaging to get the personal details and order number. The company’s twitter team took ownership of the issue, contacted the courier department and located the parcel.

See 5 ways how not to use Twitter to complain (and 5 ways how you should).

2) Be principled

It’s always about the principle of the thing. If it’s an injustice then be ready to fight for it, to win.

Clive told me about a delivery pass he took out with a supermarket to cover 12 months delivery. After 3 months he received an email stating he would be charged 5p a plastic bag. They had estimated 8 bags per visit, a cost of £20 a year. He contacted customer services and was told that he had had 3 months to cancel the pass. Clive said he did not know he would be charged and requested either no charge for 12 months or 70% of the delivery cost back. Clive waited on the ‘phone for a supervisor for twenty minutes. “I now have £55 in vouchers. It’s only 5p a bag but it’s the principle!” he said.

3) Write well

It’s important to make sure your correspondence is written in good English. If the correspondence is not clear, you make it much harder for the reader to understand and provide assistance. Ask someone to help you if you think your letter writing isn’t good or if English isn’t your first language.

Unfortunately, too many businesses do not welcome complaints or do not make it easy to complain. If your correspondence is written poorly, many companies will assume that you won’t take matters further and will ignore you or fob you off. I have worked with companies who put in effort t

o understand what people want when correspondence is poor. But others do not, so if you want a solution to your problem then make your message clear.

101 Habits if an Effective complainer book cover with logo

 

More tips in the best selling book 101 Habits of an Effective Complainer

 

 

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For lots of help, consumer laws, advice and  templates have another best seller! GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

Habits of an effective complainer – a few suggestions!

Habits of an effective complainer

Techniques to improve your complaining skills!

If you are not used to complaining, don’t like complaining, get fobbed off easily, but don’t like being out of pocket there are things you can do to help you improve your technique.

Lots more in the book

101 Habits if an Effective complainer book cover with logo

 

101 Habits of an Effective Complainer

Check out the reviews!

 

 

 

 

But in the meantime here are another three tips to start you off!

shapes border how to improve your complaining habits

1)   Use social media appropriately

You can’t give out personal details and you can’t describe detailed events on social media. However you can call out poor service and give more details in direct messages and refer the company to previous correspondence. See 5 ways how not to use Twitter to complain (and 5 ways how you should).

When I took Tesco to court (and won!) it was after several emails and tweets. I couldn’t possibly describe all the events in one tweet or even several. But the tweets told Tesco that I would be going to court due to it not honouring a refund, the details of which I had in writing. It responded quickly and took the matter into direct messaging. Some people will say that companies do this to get the bad publicity off the Twitter feed. This isn’t necessarily the case, as they often need further details and direct messaging allows for more characters and providing personal information. I was able to give the information about the order etc. The fact that they weren’t empowered to do anything with it is another matter…!

2)   Make notes

If the poor service happened whilst you are out of home or office tap into your phone or use a notebook! Make notes of how you were left feeling, names of people you dealt with and any relevant activity that will help you later.

Nicola ordered a kitchen and later realised that she needed another shelf. She went to the store to enquire about the possibility and the staff member was very rude. He told her that she should have used his company to measure up and the problem wouldn’t have happened. He said that they couldn’t get another shelf ordered as the kitchen had been discontinued. Nicola doubted this as the kitchen was still being sold online, so she thought it might be quicker if she spoke to the store. She was really annoyed and not a little embarrassed as the manager had been quite aggressive and it looked like he was trying to warn other potential customers that they would face similar problems if they didn’t use them to fit as well as supply. Before leaving the store she wrote down the name of the staff member, what he had said and what she felt.

The next day Nicola composed an email to the manager of the store and was able to be calm, giving the name of the staff member and what he had said. She was able to refer to her notes and use them effectively. The manager wrote back to apologise and offer the shelf at a discount and assure her that the staff member would be sent on some training to clarify some points of customer service.

3)   Set the rules

Give a deadline to the company by which you expect to receive a satisfactory response and what you will do if you don’t receive one.

There are numerous posts on my blog about items which have been sent in error. See Unsolicited goods for all the questions people asked! Many people want to believe that these have been sent in error. This often isn’t the case. The wrong item has been sent, or there has been an administrative error. In these cases they needed to provide the company which sent the item a reasonable deadline by which they should collect the item and after this date they would dispose of the item.

Cover of How to Complain updated 2019 large cow logo

 

For lots of help, consumer laws, advice and  templates GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

 

 

 

5 top tips for complaining effectively