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!

 

 

 

 

Top 20 Tips for Complaining Effectively

Please note the image of the book is a previous copy you will receive the most up to date one!

 

 

Habits of an effective complainer – Tips 7, 8 and 9

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. See the new book 101 Habits of an Effective Complainer 101 Habits if an Effective complainer book cover with logo

Here are a few taster ideas in my series

7)   Keep evidence

Effective complainers have all the evidence at their fingertips. Collate copies of receipts, emails and take pictures, where necessary. Send copies of evidence where appropriate. For example, receipts for travel or if a faulty washing machine has destroyed some clothes, send pictures of the damaged clothes.

If you prefer working on paper, keep everything in a ring-binder that’s easy to find. If you prefer working on the computer, make a folder on the hard drive for each case. Then store all the relevant documents in that folder. You might even use a combination of the two methods.

The Chief Ombudsman of Ombudsman Services informed consumers on a guest blog post Energy ombudsman shows how to keep heat on your supplier for The Complaining Cow, “Poor energy supplier responses can leave consumers feeling that the problem won’t be resolved without help. But Ombudsman Services can only help after a consumer has tried to resolve the problem with the energy supplier direct for several weeks. As frustrating as it is, consumers should plug away with the energy company. Be clear about what the problem is and what needs to be done to put it right. Do it in writing otherwise it is one person’s word against another and the Ombudsman always makes decisions based on evidence.”

8)   Be assertive

Probably one of the most important habits. Decide what you want, and stick to it in all your correspondence or conversations.

A friend of mine wrote to EasyJet a few years ago. She was trying to get a refund on flights home when her husband’s mother was dying. Her online chat was full of “love from”s” and kisses! She wasn’t getting anywhere! I wrote an email for her that stated the facts, the breach of policy and what I wanted to happen. She got her refund! Full story How to win when EasyJet’s customer service fails.

9)   Be honest

Keep to the facts and don’t add in things that didn’t happen and weren’t said. If you lie you are likely to be found out and you will give effective complainers a bad name! Trying to obtain money with false information is fraud and could get you a fine or jail term.

I started to get interested in a Facebook group set up for people to share their negative experiences with a large kitchen company. There were lots of horror stories and pictures of broken drawers and badly fitting doors etc. I contacted the company in question and asked them about the allegations and “evidence” of one such kitchen. They clearly proved that the images were from a consumer who had bought the items on a “supply only” basis and therefore it was not responsible for the fitting. The company’s lawyers had been watching this group, before being successful in shutting it down. It started up again and the number of people as a percentage of customers complaining about this company is actually tiny, however vocal they may think they may be on social media. This is the reason perhaps that the company has not taken action but it is certainly watching….

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!