Product and service problems are part of everyday life. Sooner or later most of us find ourselves talking with a customer service rep. Unfortunately, using the wrong approach can get in the way and lead to disappointing results.
Remember, you have a better-than-even chance of getting what you want: companies have a vested interest in keeping you as a customer. It costs more to find a new customer than to keep you happy. So, how do you make a complaint that gets results?
Here are a few cool tips that may help.
First, decide what you want.
Think through what end result you’re looking for — a repair, refund, apology…?
Second, remember to get your facts straight.
Be informed and know your rights by reading the warranties and policies of the company. Also gather receipts or other documents that may have product and order numbers or other purchase information. With this in hand, you’re ready to talk with customer service.
What to say when you get on the phone.
Once you get through the phone loop and finally reach a human, remember to stay cool: venting is not the same as making a complaint. Focus the call on resolving the problem. Most psychologists recommend taking a confident but cordial tone when talking with service reps. Keep in mind that any human can get defensive, which may break down their willingness to listen.
Just state your problem factually, and say what you want without ambiguity.
You might be surprised how fast you get your complaint resolved.
What if a phone call isn’t enough?
Put it in writing.
PeopleClaim provides you with a 4-step online resolution process that turns your complaint into a professionally presented claim.
Powerful incentives help get it resolved quickly and fairly. PeopleClaim offers tools like online posting, copying your complaint to regulators, connecting with legal experts and other claimants. These give you leverage and motivate the other party to settle.
Have a complaint? Why not let PeopleClaim help you resolve it.