Complain Like A Pro In 10 Easy Steps

MSNBC has 10 ways to be a more effective complainer. We’ve added some twists of our own and linked back to relevant posts on making them happen.

1. Stay calm and polite, even excessively so
2. Don’t delay – the longer you wait, the more the company will wonder if the problem is really serious
3. Seek special treatment if warranted.
4. Try the easiest approach first – the customer service line!
5. Keep good records – write down the names of everyone you talk to and what was discussed. Timestamp.
6. Contact top a level executive
7. Be specific
8. Know where else you can turn – state and federal agencies, your local media, The Consumerist…
9. Maintain your momentum – persistence is a virtue
10. If they give you shit, consider throwing some hardballs

Got a complaint? You can air it and get results [MSNBC via Consumer World Blog]
(Photo: amyadoyzie)

Comments

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  1. crashman2600 says:

    That picture looks like the forehead of your Flickr intern Amy. Am i right?

  2. dysthymia says:

    1. Stay calm and polite
    5. Keep good records
    4. Try the easiest approach: customer service line!
    7. Be specific
    1. Stay calm and polite, hang up and call again. do not escalate the first time. CSR dont like/cant escalate that easely.
    7. Be specific
    1. Stay calm and polite
    9. Maintain your momentum – persistence is a virtue
    1. Stay calm and polite
    10. If they give you shit, consider throwing some hardballs
    7. Be specific when telling them that you…
    8. Know where else you can turn – state and federal agencies, your local media, The Consumerist.

  3. Buran says:

    So what do you do when a promised delivery date turns into a ship date (after weeks of advertising this delivery date), you complain straight to the head honcho as this site suggests, let them know you cced it to this site, and not only do you not get a reply from executive customer service, but your cc email falls into a black hole and the broken promise never gets retold to others to shame these jerks into fixing their bad behavior?

    Who do you meta-EECB?

  4. agb says:

    @Buran: Try sending the same message USPS Certified Mail. Gets a FAST response every time.

  5. create says:

    as a customer service representative, and i believe in consumer advocacy, these are all very good steps to take

    staying calm and polite is key, loud verbal abuse and profanity will usually result in a terminated call

    being specific helps, we are not mind readers, and have little interest in trying to figure out what the hell you want, speak up and just throw it out there

    don’t call and say “this hasn’t worked in 3 months” because after 3 months, odds of getting compensation for 3 months is a bit extreme (it can be done, but is a lot harder), we are not mind readers

    keep good records, if you have a problem with a rep, give us the name, it will be looked into

    and i <3 consumerist, write them if you do not get your issue resolved