Everyone must have felt disappointed because they bought or ordered something but didn't get what they wanted. Incidents like this are sometimes not worth fussing about, but there are times when making a complaint is the right thing to do. If you want to make a complaint, you'll want to make sure that the complaint pays off, whether it's a money back, a replacement item, or an apology. Read the guide below to learn how to make a less emotional but fruitful complaint.
Step
Method 1 of 2: Starting a Complaint
Step 1. Make sure your complaint is heard
If you feel like you're not getting what you want or are being treated badly, you should speak up so that your problem can be resolved. Be prepared to be a little pushy and defend your argument. If you don't make yourself heard, there's a good chance that your complaint will be simply ignored.
Step 2. Make a complaint immediately
Make a complaint while the incident is still fresh in your mind and the people involved are still on the scene. If you wait and do it later, making a complaint will become a bit more difficult. Try to make a complaint on the same day as the day of the incident or incident. If that's not possible, do it in the same week or month. Basically, the sooner, the better.
Step 3. Find someone who can really help
Don't be someone who lashes out at the flight attendants because you'll miss your transit flight. The flight attendant can't do anything about it, and you're making the situation worse. Instead of immediately complaining to the first person you meet, first think about your situation and who can do something to solve your problem, or at least put you in touch with someone who can help.
- Many stores have an information or help desk with one employee who is always on hand to help you when you have a problem. Before you immediately complain to the store cashier, find out first if there is a more appropriate person for you to talk to directly.
- You can start from the person who does the recording, or the restaurant waiter who serves you. But these people can usually only help you with minor issues. If your problem is bigger than bugs in your soup or you want to restore broken furniture, you may need to talk to the store manager.
- If you call customer service, make sure you have a complaint to make, and ask to speak to the right person.
Step 4. Describe the problem and your desired solution
When you've found the right person to talk to, explain the situation or your complaint clearly and how the desired solution is. If you want your money back, please specify the amount. If the problem is service and you want an explanation, say so. People listening to your complaint can solve the problem more easily if you can explain it completely and specifically.
- State the name of the person you are talking to, and introduce yourself as well. A formal introduction is a great way to get the other person to stop what they are doing and listen carefully to you. "Hello, Mr. Arif, I'm Budi. How are you? Look, it's not Pak Arif's fault, but…”
- Talk to him like he is a confidant and you want to tell him a secret. Start by saying that you don't blame him personally for the problem or error, but would be very happy if he could help resolve it.
Step 5. Smile
This point cannot be emphasized any more clearly. You will never be called smile too often. People are more likely to respond to someone smiling. You are guaranteed to get a kinder and gentler response when you smile.
Step 6. Don't get emotional
Don't go on and on and on and explain how angry you are over this. Don't raise your voice or make angry gestures. The key to getting what you want out of this situation is getting the person receiving your complaint to help find a solution in your favor. If your actions seem threatening, you are less likely to get what you want.
- Control your body language and facial expressions so you can appear calm and alert. Don't make gestures and expressions like rolling your eyes, crossing your arms, and other gestures that suggest that you're about to lose your temper.
- Wait patiently. To get your money back, get an apology, or whatever else was requested, you may need to wait until the customer service representative gets permission from his or her supervisor. Creating more tension by being impatient is rude and inappropriate behavior. Wait calmly and patiently while your problem is being worked out.
Step 7. Thank the person who took the time to work with you
If you manage to get what you want, a sincere thank you is a must. If you don't get what you want, you'll have to decide whether you should make a further complaint or not.
Make sure you remember and/or record the name of the person or representative who received the complaint to make that person aware that you are serious and that he or she may be held accountable later
Method 2 of 2: Making Further Complaints
Step 1. Write down the details
If you have decided that it is time for this complaint to involve a more competent person in the company, start by writing down all the details and details of the incident in question. Write down the date, the amount of money spent, and all relevant information about the incident. Write down the name of the employee or customer service officer who received your complaint, and describe the conversation and the results you got from it.
Step 2. Write a formal complaint letter
Find the address or email of the company that receives and handles complaints. Write a friendly but firm letter about what happened and what your solution would be. Be clear on everything and ask for a response within a certain timeframe -- generally, a week is the best time limit. Include your contact information and when you can be reached.
- Email is usually the quickest way to contact someone in writing. But you can also print your letter and send it by post.
- Keep a record of correspondence on the matter from this point onwards.
- If you are satisfied with the reply you received, write a thank you letter and state that your issue has been resolved. If you don't get a reply, or the reply seems trivial and inappropriate, keep complaining, and on a higher scale.
Step 3. Email the CEO of the company
Don't be afraid to make a complaint to a high-level company if you really can't get in touch or can't get what you want from the employee or manager of the company. If the company's mistakes are so bad that it puts you at risk, the CEO of the company certainly needs to know about it. Be persistent. Email the CEO of the company weekly until you get a reply.
Step 4. Post on Facebook or Twitter
This is becoming an increasingly effective way to get the attention of companies that are difficult to contact or reach. Create a post or tweet explaining what happened and asking for help. Make sure the company's Facebook or Twitter account can see it (with tags or mentions for example). Since your complaint goes to a public forum, you are likely to get a response very quickly.
- Do not use this method until you have tried to contact the company personally but to no avail.
- You'll get better results if you don't badmouth the company in public forums. Make sure your post or tweet is calm and direct. Don't nag.
Step 5. Ask an advisor for help
If you really feel that the problem you are facing is serious and feels that the company is depriving you of the rights you deserve, find an outside party who can help you solve the problem you are experiencing. If making a complaint alone doesn't work, maybe the results will be different if there is help from outsiders.
Tips
- Describe your problem clearly and briefly.
- Always be polite.
- Smile.
- Make friends or allies, not enemies.
- Stay calm.
- Don't use slang or popular language
- Also describe the solution you want.
