Feedback, both positive and negative, is considered to be important information for companies who are genuinely interested in improving. If you have had a bad experience with a product or service, it is best to report it. Doing so may result in changes being made, a refund being issued to you, or maybe nothing at all. Nonetheless, if you do not want your complaints to fall on deaf ears, there is a certain way to go about airing your grievances.
When someone takes the time to make a complaint, they are no doubt upset on some level. Having said this, it is best to be as calm and level-headed as possible when complaining. Screaming and using profanity simply does little to get your point across. Approaching the situation calmly will allow you to get the point across, and even better, will likely result in a better resolution to the problem. The old saying, “You catch more flies with honey” holds true here, and will help you make the most of a bad situation.
In some cases, it is best to speak with someone in management, at least when possible. If you would like to connect with someone higher up, simply ask the first customer service representative that you speak with to put a supervisor or manager on the line. Some agents are trained to do all they can to avoid doing this, but if you are persistent, then speaking with someone is charge should not be difficult to accomplish. You may also be able to request a different contact number that will connect you to someone in management.
The method in which you choose to complain is almost as important as what you say. Contact methods that are easily ignored include email and social media. Phone and live chat (when available) are the better methods if you want to ensure that you get the message across. Of those two, phone is the best. That method of contact is the only want to hear a voice on the other end of the line and know that your grievance is being taken serious. Email and social media messages are easily ignored.
Submitting a complaint is an important part of the process of using services and making purchases – both online and off. If no one ever complained, then no improvements would ever be made. A calm and rational approach, along with speaking to the right person, will ensure that your time is not wasted when you wish to let a company know that you have encountered problems with their product or service.