by Dianne Paterson

Created on: October 03, 2007   Last Updated: June 13, 2009

To get the best response from the company you are dealing with, it is best to begin politely. Unless it's a corner shop, you are unlikely to speak to the person responsible for your problem. So stay calm.

Far too often people rage at innocent employees, often omitting what the problem is. While this may make the customer feel better, it also instantly puts the company employee on the defensive and a verbal assault isn't likely to win them to your side. You want them on your side. It is human nature to try harder for someone we like and customer service representatives are human too. If you swear at a call center employee they are instructed to hang-up. They are not paid to be whipping boys, but to aide customers.

Begin by taking the name of the person you're talking to, and the position they hold. It is important to document any complaint you make. This allows you at a later date, to refer back to:who you have dealt with, what they said and the result, if any. Remember to include the date and time of these conversations. Most Call Centers record their calls, so a precise time of call can be used as ammunition if you are given false or inaccurate information.

Explaining who you are and what the problem is, and then consider the response.

If you are unhappy with the answer, ask for an explanation. Make sure you understand the answer and don't accept jargon. If they can legitimately decline to help you, they should be able to explain why clearly.

If you are still not satisfied ask to speak with a superior. If they try to decline, insist. Don't lose your cool. No-one responds well to an aggressive customer. Be firm, don't back down. If you are still unhappy ask for the complaints procedure.

If you are unwilling to sit around while an unhelpful company considers your issue then do some research. Look for: watchdog organizations in the same field, Government divisions that you can report the issue to, or take legal advice, if appropriate.

If you are in a face to face situation, such as in a retail outlet, never let them usher you into the office. Stay nice and visible to other potential customers. Position yourself next to the cash register if you can.

Again be polite. Ranting, fowl language,or shouting at staff will result in an innovation to leave the premise, but don't mumble, act embarrassed or apologetic either. Be confident, you have every right to complain. Often only the Manager can deal with complaints. If that is the case make an appointment to see him. Don't accept a vague; come back any day but Tuesday. If they are unable to make an appointment take the telephone number they can be reached and do it yourself. Then follow the above.

It can be a long frustrating experience but be positive, most companies want your future business and those of your friends too. To that end they will try to maintain your good will. Remember that and be prepared to negotiate a settlement to your issue that you are satisfied with.

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