How To Get Results When You Complain

Filed in archive Fraud , Product/Service Complain on May 25, 2010

© L_K_M

Here are some ideas that will get you results when you complain about the poor service or product you just ordered.

USE YOUR CAMERA. Always take pictures of anything unpleasant you find in the service given to you. Use your phone camera. Then when you talk to the manager or customer service representative, show them the pictures.

REQUEST A PRIVATE CHAT. A private talk with the manager gives an air of importance and mystery. And managers will usually be grateful that you didn't just start screaming for other customers to hear. Usually brings good results about 95% of the time.

BE PASSIVE AGGRESSIVE, PART 1. This is generally one kind of behavior we don't like but it might be appropriate in dealing with customer service representatives. If you're in a hotel or restaurant one thing you can do is to just start recounting the flaws of an experience and their unhappy effects on you and your company. Do not lie or exaggerate. Just state the facts, calmly. When the manager asks you, "Well, what can we do to make this right," just say "I don't know," and then restate the facts and their effects on you and your company.

Let it go round and round until the manager gets tired of hearing it and makes a settlement offer, which will very often exceed your most reasonable request.

TRY TO REVERSE THE CHARGE. Call your credit or charge card company and give compelling evidence that you've been had. The issuer of the card will first suspend the charge and investigate the matter, and then reverse it if your version of events wins the day.

BE PASSIVE AGGRESSIVE, PART 2. When you're on the phone with a customer representative, remember that time is on your side. Phone reps are often evaluated based on the number of calls per hour they can field. And more importantly nearly all reps are prohibited from hanging up on you. So the if you stay longer on the phone and repeat that you are not satisfied, and do not want to end the call, you improve the your chances of getting what you want.

CALL THE C.E.O. Find the name and phone number of headquarters then call that number and ask for 'Mr./Ms. X's office. "Don't say, 'I'd like to speak to Mr./Ms. X' - the operator will think you are a crank. You will usually get through the executive assistant of the chief executive and then you can start explaining the purpose of your call. Remember to ask for suggestions about what you can do. Saty on the line and you'll most likely be passed on to the VP of product management.

WRITE THE C.E.O. Send lots and lots of letters. Try to give reasonable but compelling evidence. Spice up your later by using the word FRAUD a few times. You'll be amazed how quickly you get results.