2. WHAT IS AN EFFECTIVE COMPLAINT?
• An effective complaint is one that is heard by the person at
whom it is aimed, and which gets a result that pleases the
complainant.
3. RULE 1:
KNOW WHAT YOU WANT TO ACHIEVE
• The most effective complainants are those who have a clear idea of what
they want to achieve from their complaint, and who set it out clearly to the
person to whom they are complaining.
4. RULE 2:
THREATEN THE COMPANY’S REPUTATION
• Effective complaints threaten to damage the company’s
reputation in some way.
5. RULE 3:
AIM HIGH AND GET PERSONAL
Most companies have
a designated
complaints procedure.
You will probably get a
reasonable result if
you go through that
procedure.
6. • It is possible to make
effective complaints by
phone but, in general, the
odds are stacked against
you.
RULE 4:
WRITE OR GO IN PERSON, DON’T PHONE
7. • A complaint expressed via Twitter, especially with the hashtag
of the company’s name together with ‘bad customer service’, is
likely to get a very quick response.
RULE 5:
USE SOCIAL MEDIA, ESPECIALLY IF YOU DON’T GET
AN IMMEDIATE RESPONSE
8. • Don’t be thrown by a company’s response to your complaint. If
you’ve complained effectively, you may well get a much higher
level of response than you were expecting.
RULE 6:
EXPECT THE UNEXPECTED
9. • You’re angry. That’s why
you’re complaining. But
try to get calm before
you email or pick up the
phone.
RULE 7:
DON’T GET MAD, GET EVEN
10. • There is no point in seething
to yourself. If you are talking
to someone and they don’t
seem to be listening to you,
then say so.
RULE 8:
IF YOU DON’T GET THE RESPONSE THAT YOU
WANT, SAY SO
