12 Ways To Complain And Actually Get What You Want
When we file a complaint, we usually expect some form of validation. Whether a compensation, an investigation or simply an acknowledgement of our feelings — we want to know that someone can sympathise with where we’re coming from.
But even making a complaint can be a minefield of frustrations. According to loan company NetCredit, 289 million social media complaints are ignored every year. So if you ever find yourself in some sort of online dispute, there’s a chance you’ll never get heard.
However, there are some things you can do to increase your odds of scoring a win. Scroll the gallery to check out 12 tips from NetCredit on how to get what you want with a complaint.
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Prepare for your complaint
Stats show that 96 percent of people never follow through with a complaint, so preparing yourself properly is half the battle.
1. Consider your argument to ensure it's logical, not emotional
Play devil’s advocate and think about your part in the incident. If the majority of the blame lies with the other party, then you know your complaint is justified.
2. Collect as much supporting proof as possible
Put together all the documents, correspondence and photographic evidence you can find to present your side.
3. Have a clear idea of what you want from the complaint
Narrow down your desired end result to give your complaint direction. Are you looking for an apology, a replacement, a full refund or compensation?
Deliver your complaint
The average person complains to 15 friends about a bad experience, but only four percent take the complaint to the company involved. Here’s how to deliver your complaint and have your issue resolved.
4. Identify the appropriate person or department to contact
It’s always best to approach the most relevant manager in charge, business department or local seller.
5. Find the best channel for delivering your complaint
A survey from Microsoft’s State of Global Customer Service report found that 85 percent of shoppers who used social media to complain received a reply. Determine which platform the organisation engages on most before proceeding.
6. Keep a record of everyone you speak to
Maintain a diary of information you were given, promises made and any costs you’ve incurred. It will strengthen your case and make it easier to check details down the line.
Make your complaint more effective
Less than 10 percent of people have their complaint taken as seriously as they expect it to be. Make yours as effect as possible to ensure you get noticed.
7. Stay calm and respectful
According to physician and author Andrew Weil, breathing is a natural tranquiliser for the nervous system. Focus on your breathing to avoid going from irate to irrational in an upsetting situation.
8. Make your complaint appealing
Author Guy Winch recommends making a “complaint sandwich” by delivering the issue between two positives. For example, “I had a wonderful evening, but service was slow. If the food arrived sooner, I’d definitely be a regular.”
9. Escalate the issue up the chain of command
Less than five percent of people escalate their complaint. If the person you’re dealing with is unhelpful or doesn’t have the appropriate authority, ask to speak to someone more senior to get things resolved.
They ignored me -- now what?
Consumers report that 50 percent of the time, customer service agents don’t give them an answer. If this happens to you, here’s what to do next.
10. Investigate your legal rights
If your legal entitlements to a replacement or refund were denied or you feel you were intentionally misled, you may have grounds for a legal case.
11. Use Facebook and Twitter to entice a response
If the response you get isn’t satisfactory, screenshot the correspondence, add some background info and post it to the company’s Facebook or Twitter account.
12. Use review sites to inform others and get the company to hear you out
Eighty-four percent of consumers say they trust online reviews on sites like TripAdvisor or Yelp as much as a personal recommendation.