by Carol Dunn

Created on: December 29, 2008

There is a right way to complain, and there is a wrong way. If you present your complaint ineffectively, you have become only a complainer, and people will tend to tune you out. However, if you learn the effective way to present your complaint, you will become a better consumer and help businesses improve their services.

Develop a strategy before approaching anyone with your complaint. First, decide what your primary complaint is. Second, what do you want done about it?

Treat the person you speak to with respect. Chances are, they had nothing to do with your problem. Most of the time, they are there to help you. As the saying goes, you catch more flies with sugar than vinegar. Make them a partner in getting your problem resolved. Anger accomplishes little and will work against you.

Don't drag outside circumstances into your explanation of the problem. Be concise. Someone may have to write down or type your complaint. The more they have to write and remember, the less likely their manager will understand your problem, and the less likely you will get your desired resolution.

Be concise in what you expect the business to do to remedy your complaint. For instance, if your trash was not picked up for two weeks, ask for two weeks credit on your trash collection bill. Don't expect more than is reasonable. Put yourself in their shoes.

Don't whine. If the same thing has happened to you three times before, shame on you. Voice a complaint in a timely manner so the business can address the problem. You may not be the only one who had the problem, but you may be one of only a few who has spoken up. Being a good consumer helps the business streamline and improve its operations.

If you get nowhere with the customer service representative, ask to talk to a manager. Managers are more likely to grant your request because they are busy and want to get back to work. Be reasonable about how far up the management ladder you want to go. Everyone has a boss, but do you really want to talk to the chairman of the board about the cactus plant that died one day after the guarantee expired?

Finally, if the business is not interested in fixing your problem, and this does not happen very often, let them know you are prepared to cancel your account. A loss of future sales speaks loudly.

With a little practice, you can present your complaint in the best possible way to get your desired solution. When you become a better consumer, it helps businesses improve their services, and that benefits both of you.

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