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6 Ways to Make a Complaint Really Effective

6 Ways to Make a Complaint Really Effective

 

 

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.

 

6. PROOFREAD

  • Check your spelling and grammar to ensure your message isn’t garbled – it could cost you credibility.

 

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