Janet CollinsComplaining the Right Way
May 24th 2009 22:06
I don’t think I could find one adult person who hasn’t at least once been infuriated by a service provider of some kind. How should you air your grievance?
That is a difficult one because our reaction to someone over a phone or even by email can often keep us wondering what the point of complaining is or whether or not our issues will get to anyone that really matters.
Jasper Griegson, a Brit who has written a lot on the subject, has now launched a new book The Joys of Complaining and his advice in this is “don’t get mad get even” and suggests the old fashioned letter is the best way to go when lodging a complaint, far superior to an email or a verbal complaint.
Griegson is no novice to the world of complaint advice. The book is his third on the subject, others being The Complete Complainer and The Complainer’s Guide to Getting Even. Humour, he says, works much better that a wild rant.
Griegson has now become the Official Complainer on Disputer.com, a website offering advice on how to go about complaining and guide the consumer in the complaints process. The website has been set up by James Walker who has similar views on the art of complaining.
Walker believes a complaint letter should contain these components:
1.Dread
Be well informed, know what you want and state it plainly. Companies, he believes, will take more notice if they know you are well informed.
2.Love
What will the company need to do to retain your as a customer?
3.Patience
Don’t let them get away with things by ignoring them. State that you will not go away until the situation or issue is rectified.
4.Company knowledge
Arm yourself with information about the company – who deals with complaints and how they are dealt with in the particular organisation you have the problem with. If your complaint is not dealt with sufficiently after about 10 days then it will need to be escalated up the chain of command.
Griegson believes most people are reluctant to go into combat with organisations because of fear. That may be so but plenty of times I have not pursued a complaint simply because of a lack of time. Even so, disputer.com is bound to offer some sound advice if ever you have a consumer problem and you need advice about dealing with it.
Julian Beggini, author of Complaint: From Minor Moans to Principled Protests, takes the complaint stream a little bit further. Beggini advises to exploit every legal loophole available even courts that deal with small claims.
Disputer.com is a free site and you can get advice on a whole range of issues including legal advice. It is probably more specific to Britain but most of the advice can probably relate to just about anywhere. It sounds like a pretty good site for reference the next time someone tries to diddle us.
Aside from his three books on the art of complaining, Greigson has been the Official Complainer for The Sun, The Daily Express, London Newstalk Radio and a variety of magazines.
I don't know if anyone could actually get any joy out of complaining but his advice may be worth a try. So next time you feel like ranting down the phone, try holding a deep breath and go and write a letter instead.
Sourced:
www.observer.co.uk
www.disputer.com
Image credit: www.orbserver.co.uk
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Comment by Mr Nice Guy
Pop Culturist
Pop Rock Factory
Controlled, well informed and hip pocket discourse is the most effective plan of action.
Nice people don't always win - but like summer storms - those who fly off the handle will be gone in the blink of an eye - and companies etc know this - it's the rational, concerted and quietly dominant that will send you into a tailspin.
Comment by Janet Collins
Acceptable Etiquette
The Social Critic
Janet Collins Blog
Summer storms - what a good analogy! Our first instincts really have to be pulled into line sometimes but you can't beat a well-informed, strong argument.
Thanks for dropping in.
Comment by Morgan Bell
Science News
Deep Pencil
Business News
Movie Train
if you are with Optus, ask to be transferred to their complaints line and demand to be compensated . . . they will reimburse you up to $300 if you are unhappy in any way
if you are with NAB, smack yourself in the face cos they are the only company with worse customer service than Telstra
if you are with Commbank, ask to speak to a supervisor and they can manually override any automated procedure at their discretion
if you want to know something from your Local Council, GO IN, you need to speak to someone over the counter to create that sense of urgency . . . we always mysteriously lose those post-its with your phone messages on them
if you want to complain about an airline DONT BOTHER, just take your future business to the opposition until such time as they rort you more than the first airline
Comment by Janet Collins
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Seems as though you have enough experience to write your own book on the subject. Sometimes you just know that however mature and professional you are about making a complaint, it is really going to fall on totally deaf ears. If you have the energy and the time, it is probably worth a try.
Thanks for all the info.
Comment by Morgan Bell
Science News
Deep Pencil
Business News
Movie Train
Comment by Janet Collins
Acceptable Etiquette
The Social Critic
Janet Collins Blog