1. KEEP A COMPLAINT FILE
- Start this file as soon as you notice problems.
- Make notes while details are fresh.
- Add reference or account numbers and copies of receipts or invoices. Keep originals!
- Take notes of the date, the name of the person you spoke to and what was said.
- If you post anything, send it by registered mail, and save copies of e-mails.
2. KNOW WHAT YOU WANT
- Go into negotiations having decided on an acceptable resolution.
- Spell out your expectations.
3. STAY COURTEOUS
- Keep your cool! Call-centre staff may be told to hang up on abusive callers, or your abusive call may be taped and played at arbitration and embarrass you.
4. SET A DEADLINE
- Ask for a response within two weeks of a letter or two days of an e-mail.
5. MENTION POSITIVES
- Mention why you decided to do business with the company or how long you’ve been a customer.
- Check your spelling and grammar to ensure your message isn’t garbled – it could cost you credibility.