5 Steps for a Successful Complaint
Pointing out how services and products are lacking can be quite daunting in the beginning, but, like any new skill, will become easier with practice. Here’s what you need to remember.
Request for the superior or a person with authority. Never reprimand the person in question. Your objective is to let the person with the authority do a corrective action. Venting your frustrations directly will be quite useless, because it is very unlikely that the person will report your complaint because it concerns himself.
So for example, in the situation regarding the McDonalds Sundae Standard (Ire). I never spoke directly to the server in question, rather, I requested another McDonalds employee to please get the manager or supervisor working at the time.
Introduce yourself and your companions. Once the manager arrives, set the tone of the conversation, instill civility by following the niceties such as introducing yourself and your companion. Make sure to get his name as well.
Seek to understand. Instead of recounting your story immediately, follow a Stephen Covey commandment of “seek to understand.”
Aside from learning their company policy regarding the situation, it has a direct effect of them being hoisted by their own petard, because once they state their own standards, and once you inform them of the incident that occurred, they cannot deny that it is in violation of that standard.
To continue the McDonalds example, I ascertained first the standard for their sundaes. Visually, I instinctively knew that it’s not up to par, but I needed a more technical statement regarding the sundae’s amount, so I asked the manager and he said that it should be 3 ½ turns. Then we asked him to examine the sundaes in question.
Be specific with details. Now is the perfect time to tell the details of your experience. Be very specific, such as the time and the employee’s name, for remember, you want corrective action done and of course you want it to be done with the person concerned.
You may also express how the incident has affected you emotionally, but please avoid curse words, for that would be verbal abuse, and please avoid being emotionally distraught to the point of incoherence, for you want to come off as a consumer whose complaint will be taken seriously, not someone who has to be listened to because they have to, and then dismissed.
Demand action. After stating the details, wait for them to offer a course of corrective action, and, if possible, an “apology” in the form of some “product,” for it will make you feel better, and when the company is affected in a more concrete “financial” way (no one can deny costs), it will encourage them to be more careful in the future.
If none is forthcoming, suggest it. Don’t be shy, for you are entitled to it, and, you are teaching them, indirectly, how to handle customer complaints in the future.
In the McDonalds case, the manager offered to have the sundaes replaced again, so, in effect, four sundaes were wasted because the servers did not follow the standards that the McDonalds Company has already set.
We were merely holding them up to their own word, that is why we were gratified when the manager himself did our sundaes, which served the purpose of demonstrating to the employees the standard way, plus showing them how McDonalds prides itself with its customer service.
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I think you’ll be interested in the article below (from http://www.infoplease.com/ipa/A0002121.html) on how to write a complaint letter.
Some of it is relevant only to US consumers, but I feel it can be
tailored to our setting.
For example, disgruntled consumers can
contact local consumer organizations. (I found a directory at
http://www.eyp.ph/complete.jsp?page=65.)
DTI has a consumer welfare and trade regulations group headed by
Undersecretary Zenaida Cuison-Maglaya. Unfortunately,
there are no listed direct contact
details for Usec. Maglaya on DTI’s web site. (DTI, though, can be
reached at telephone 751-0384 and fax 895-6487.
You may also want to know that there are different consumer
protection bills filed at the Senate (from
http://beta.inq7.net/lifestyle/index.php?
index=2&story_id=35929&col=10).
Seems it’s another broken window that
is crying for repair in this blessed country of ours.
Still, I think it laudable that you have taken up this worthy
advocacy.
I wish you the best of luck in your efforts to raise the quality of
service in your corner of the city.
Best,
Dinna
How to Write a Complaint Letter
Include your name, address, and home and work phone numbers.
Type your letter if possible. If it is handwritten, make sure it is
neat and easy to read.
Make your letter brief and to the point. Include all important facts
about your purchase, including the date and place where you made the
purchase and any information you can give about the product or
serrvice such as serial or model numbers or specific type of service.
State exactly what you want done about the problem and how long you
are willing to wait to get it resolved. Be reasonable.
Include all documents regarding your problem. Be sure to send COPIES,
not originals.
Avoid writing an angry, sarcastic, or threatening letter. The person
reading your letter probably was not responsible for your problem but
may be very helpful in resolving it.
Keep a copy of the letter for your records.
Sample Complaint Letter
Name of Contact Person, if available
Title, if available
Company Name
Consumer Complaint Division, if you have no contact person
Street Address
City, State, Zip Code
Dear (Contact Person):
Re: (account number, if applicable)
On (date), I (bought, leased, rented, or had repaired) a (name of the
product, with serial or model number or service performed) at
(location and other important details of the transaction).
Unfortunately, your product (or service) has not performed well (or
he service was inadequate) because (state the problem). I am
disappointed because (explain the problem: for example, the product
does not work properly, the service was not performed correctly, I
was billed the wrong amount, something was not disclosed clearly or was
misrepresented, etc.).
To resolve the problem, I would appreciate it if you could (state the
specific action you want—money back, charge card credit, repair,
exchange, etc.). Enclosed are copies of my records (include copies of
receipts, guarantees, warranties, canceled checks, contracts, model
and serial numbers, and any other documents).
I look forward to your reply and a resolution to my problem, and will
wait until (set a time limit) before seeking help from a consumer
protection agency or the Better Business Bureau. Please contact me at
the above address or by phone at (home and/or office numbers with
area code).
Sincerely,
Your name
Enclosure(s) cc: (reference to whom you are sending a copy of this
letter, if anyone)
Source: Consumer Action Handbook 2001, Federal consumer Information
Center, Pueblo, CO, 82009, www.pueblo.gsa.gov