by J.C. Vogen

Created on: November 29, 2008   Last Updated: June 13, 2009

To complain to customer service effectively, simply follow these steps:

Step 1: Know the Issue.

It is important when complaining to customer service to know exactly what the nature of your concern is. If you wish to have customer service remedy an issue, you have to be able to effectively communicate exactly what the issue is. A customer service representative will be able to best address issues which are clearly presented. The key is to remember customer service is designed to help address questions and concerns of customers; they do value the issues you have. By knowing the exact nature of your concern, you are able to efficiently communicate your concern, thus saving yourself and customer service time.

Step 2: Maintain Rationality.

If you are approaching customer service in an angry and frantic state of mind, you will not be able to effectively communicate your concerns. While it is apparent to a representative that there is an issue which is greatly upsetting you, they cannot address the issue unless you can effectively communicate it. If you are worked up, take a few minutes to calm down. Imagine yourself as the representative, how would you be able to best understand what a concerned customer was trying to communicate to you?

Step 3: Be courteous and respectful.

If you are contacting customer service by phone, remember that the representative is simply doing their job. While the representative is representing the company which your call is concerning, the representative is most likely working for the company simply to provide a living for themselves and possibly their family. Customer service representatives are often trained to be as polite as possible to customers, and to expect to encounter customers who will not return this respectful demeanor. If you can establish yourself as one of the 'nice' customers, you will often find representatives will be especially motivated to addressing your concern.

Step 4: If the representative is not treating you respectfully, call back and try to get another representative.

Most customer service representatives are stuck in a cubicle in front of a computer all day. On top of being trapped in this less than ideal environment, they are expected to help customers who often lack common courtesy. If you can tell that the representative you were connected to is not having a great day, try to call back and see if you can get someone else who may be in a better mood, and more willing to try addressing your concern as best as they are able to.

Having personal experience as a customer service representative for a utilities company, I can ensure you that a little bit of courtesy will go a long ways. Remember that you are talking with a human, and not the corporate entity which they may be representing. Do not assume that because you are calling to complain, customer service does not want to hear what you have to say. In order to ensure long term sustainability, businesses must know the concerns of customers. As long as you follow these steps, you will be able to complain to customer service in an effective manner.

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