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 just three tips to start you off!
Take on a few simple complaints to get you started. Do this for friends and family, as well as for yourself. Easy wins on these will give you the confidence to take on more complex cases.
People have often said to me that they have never complained about anything because they just don’t know where to start. Often this means that when a big problem comes, that they have to deal with, they really struggle. Had they have practiced and complained about the poor service in the restaurant or the kettle that didn’t last a reasonable length of time they would have a better idea and feel more confident too.
2) Give compliments too
This may seem contradictory. But this will help keep things balanced for you. This will be especially helpful if you don’t ever do it but as are also poor at complaining when things go wrong. When a staff member has given over and above what could be considered acceptable good service, write to the company to recognise the person for their excellent work. It will make you feel good, is a bit of “pay it forward” and you’ll feel more justified when you write to complain.
This positive behaviour can prevent you complaining unnecessarily and being seen as negative. Today, whilst writing this post I thanked and complimented a bank for dealing my query effectively and efficiently. I did this on Twitter so people could see. I have quite a history with Tesco as many readers of this blog know! I complain regularly but also compliment where appropriate too. This also shows people you are fair and balanced with your observations.
3) Be polite!
Often the people to whom you are complaining to are not responsible for the faulty product or poor service and are more likely to respond to you positively if you are polite to them.
Think about it. If someone is rude to you, do you want to help them? In a supermarket the other day, I saw someone being really rude to an assistant. He was shouting and then got abusive but the assistant was very polite and was trying to calm the situation down. The customer wanted a refund on something but didn’t have the proof required that he had bought the item there. She refused to leave until they gave it to her. The security man escorted him out, without his refund. Had he been more polite, the customer services assistant might have been able to offer to help by searching the loyalty card history. He wouldn’t listen though, so he lost out.
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!