by Nicole Long

Created on: March 03, 2009   Last Updated: June 13, 2009

There isn't one company out there that enjoys hearing complaints about their product or service. Companies, however, rely on the feedback of their customers to evaluate and redefine their business strategies, now more than ever. These complaints can turn into a huge resource tank if taken care of properly and handled in the correct fashion. But it's not just the company that has an important role to play in this. At the end, the customer also plays an important role. The customer's attitude and focus can also play a major part in the outcome, of even a bad situation. Handled properly, most consumers should walk away completely satisfied with the resolution. However, handled incorrectly and with a "heat of the moment" type attitude could jeopardize the resolution.

The very first thing you do as a consumer getting ready to make a complaint is too get all your supporting documents in line and find a quiet place to talk from. This can include invoices, sales receipts, bank records, and any records kept during previous conversations concerning the complaint. Make sure you eliminate all of your distractions. Turn off the TV and Radio, get someone to watch the kids, and take the dogs outside. Distractions not only limit your attention to what is being said but they also distract the customer service representative on the phone at the same time. This can lead to longer call times and more of your time being taken up by unnecessary pauses. The customer service representative, if trained properly, really wants to understand what is going on so that they can take care of you effectively and efficiently. Please be courteous to the representative, they represent the company but they also are human beings who didn't intentionally cause you whatever problem you are currently experiencing.

When you are going over your experience, in person or on the phone, please do not make it personal and be courteous. Avoid starting sentences with "you" or "your company". Sentences started like this almost always feel like an attack. Once that feeling sets into the customer service rep handling your complaint, it's most likely not going to gain any sympathy. Remember, remain calm and state your case. Explaining how much it ruined your day, the event, or your life, isn't going to speed up or augment the resolution. Be patient, and allow the customer service rep handling your complaint the time to research it completely. Even though this may be your third complaint, this is most likely this

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