Firstly, let’s look at the when. As a customer you are right to speak out when service is unusually slow or poor, assistants are rude or unhelpful, goods are faulty, products are not fit for purpose or you feel that you are being treated unfairly. If the service you have received has left you feeling upset, dissatisfied or inconvenienced, then you should not feel that you are being ‘a nuisance’ by making a complaint. The trick is to do it properly.
You should initially complain verbally at the point of service, if this does not resolve the problem then ask to speak to a supervisor, and/or the manager. If this does still not get results, then you should request the details of head office to write a formal letter of complaint.
When making a verbal compliant –
DO – state clearly what the problem is
– be firm, but calm and polite (even if the response you get is anything but)
– smile, or use a little humour, as this can ease tension, resulting in a better response
DO NOT – shout, swear, or make offensive or personal comments
– apologise for complaining, it is not you who is at fault
– waffle on about unrelated issues
If you need to follow up a complaint in writing, try to get the name of the person that needs to deal with the complaint, or at least address your letter to a specific ‘position’ e.g. Customer Services Manager, Managing Director etc.
DO – be concise, keep to the point
– include relevant names, times and dates
– state what you would like the outcome to be
– include a little humour where appropriate
– keep a copy
DO NOT – run to several pages, keep to one side of A4, typed or neatly written
– deviate from the point
– include offensive comments
Remember! It is not wrong to complain (standards of service may improve as a result), but there is a wrong way to complain.
Let me know about your experiences of making a complaint, email comments@shoppersjoy.co.uk
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