Everyone knows how to complain, but being able to complain effectively requires something other than simply venting your feelings.

It's important to clarify what exactly constitutes an effective complaint. A complaint, in order to be effective, should resolve the issue(s) in a satisfactory manner for the complainant, as well as the person/company the complainant is addressing. In other words, you should get what you want, but the company should get something out of it too - whether it's learning about a defective product/service or how to improve its customer satisfaction process. An effective complaint should be seen as a form of communication, and thus, requires the active participation of both parties. It's not simply one party letting loose on the other.

(1) What's wrong? Complaints stem from something going wrong - at least most of them. So the first step is to focus on what didn't go as planned. Did a product malfunction? Did a service representative treat you rudely? Were you denied services or benefits?

(2) Who do I talk to? Many companies have large customer service departments, with its own 'mini-departments' so finding the right person to speak to about your problem can be a challenge. Sometimes it's as simple as asking to speak with the on-site manager or supervisor, and sometimes you may need to do a little investigative work, such as log onto the company's website to find contact information. Sometimes you may have to navigate a complicated voicemail system. This is where narrowing down your complaint will help. For instance, if you were denied a prescription benefit, and you call your health insurance company, knowing this, you can then navigate the voicemail system easier, which will get you one step closer to resolving your complaint.

(3) Why is it a problem? This seems like an overly obvious question but sometimes, companies may not be liable for what went wrong. For instance, if your iPod malfunctioned because you dropped it into your bubble bath, complaining to customer service may not get you what you want because it's not their fault you dropped the iPod and damaged it. Thus, be aware of what your responsibilities are for what went wrong, and how that may mitigate any 'satisfaction' that you can get from the company.

(4) Just the facts. When you finally reach the right person about a complaint that the company is absolutely liable for, try to refrain from 'letting loose' on that person. More often than not, that person

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