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1. Address your concern to the right person.
It amazes me sometimes how customers grab the first employee they spot with a name tag, and expect them to be able to help resolve the issue. If you are unfamiliar with the organization, and you are in the location, look for a customer service center, or booth. If you are on-line or on the phone, look for a customer assistance tab, or ask for customer service.

2. Thank the person for assisting you.
This may sound strange, to thank someone before they have even helped you, but it works. Everyone loves to be appreciated, and those that handle customer service issues normally receive more verbal abuse than the average employee.
3. Have all your facts, and paperwork handy.
Now it is time to get down to business. Be sure you have all the documents, and any other information the customer service associate will need to assist you. Going into a major department store for a refund will be expedited if you have the receipt in hand. If the complaint is in regards to an on-going issue, be sure you have recorded the times and dates you contacted the organization, along with the person you contacted, and a brief recap of the discussion or memo.
4. Try not to get emotional.
Remember, unless you bought the product in a back ally, most retailers are not trying to get rid of you or upset you. But you need to maintain your decorum if you want satisfaction.
5. Speak or write as you would like to be addressed.
This is just plain common sense. Unless you really want to make your process harder on yourself, you will remember the Golden Rule.
6. State what you want.
A simple explanation of what is not satisfactory to you is the best approach to get what you want. Follow that statement with the resolution you are requesting. Do you want an exchange, or do you want your money back? Sometimes we forget to state exactly what we want.
7. Thank the person for assisting you. Even if you do not get the results you wanted.
I am not trying for a merit badge in friendship, but it just is a good business practice to always remain calm, and appreciative. Especially if you still need information from the individual. If you did not get the results you wanted, you are going to have to pursue this to a higher level in the organization.
8. Ask for the next level of authority that can handle this issue. If this is a written complaint, give a follow-up date/deadline.
Now is the time to get more aggressive, but still maintain a professional attitude. Reiterate your dissatisfaction, and politely but firmly demand the resolution you are seeking. Give a deadline to emphasize the fact this will not be ignored.
9. Always behave professionally.
Professional people always seem to get better service than the belligerent, tyrants we see daily. Profanity and insults may give a person an ego boost, but does it really help your cause?
If you want your complain handled to your satisfaction, following these steps should insure the outcome.

Learn more about this author, Anne Taylor.
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