This post was written by Cheryl: "Last week, everything in my house broke. There was the house generator that needed a new starter; there was my internet connection that wouldn't stay connected, and the spring on the garage door broke, and my car was held captive for a day. So there I was ...on the phone lodging complaints.
So how does a person effectively complain over the phone? Here are my suggestions based on a week of personal experience, research and investigation.
- It is very possible you will have to leave a voice mail...
- When someone does call you back, be reasonable...
- Initially assume good faith about the company and staff...
- Make sure you get the agent's name, identification number, date and time of call and follow-up in writing...
- If there is a language barrier...
- Stay calm...
- Compare policies of other companies...
I also noticed that most companies have a message at the beginning of the customer service menu advising the caller that the calls may be monitored for quality assurance. Companies do take complaints seriously, and although no one wants to complain, it does mean there is a problem. Make sure you follow-up with a written correspondence, and if all else fails, a customer's main revenge is to abandon the company and move on to their competition."
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Source: Service Untitled, 1 March 2010. © 2006-2010 Service Untitled Group, reproduced with permission of Douglas Hanna.
