Consumers often display their economic power by simply not visiting a business that has poor customer service or products of poor quality. This strategy works well, however some consumers feel obligated to tell their friends, co-workers, and whoever will listen about their experience. Sometimes consumers feel that their experience has no voice. Here are three ways to voice customer service concerns so that they will be addressed properly.
Don’t be afraid to question employees and be proactive about solving the problem while it is happening. Problems that occur inside of a business can sometimes be remedied by talking to the manager or owner if they are onsite. If they are not available, obtain the name of the employee and management contact information. Extreme cases where an employee was out of control or goods were not received that were paid for may validate a police report. This simply is giving a notification to the authorities of the problem at the business. A police report can bring validity to any instances that escalate or involve the same person or circumstances.
Customer Complaint Letter
Take time to contact the owner or manager while the situation is fresh. Write a letter that documents everything that happens so that no details are forgotten. Use the contact information available to mail, fax, email, and call the correct contact person. The customer complaint letter simply needs to report the issues regarding the problem. Include invoice numbers, account numbers, or any identifying information that may be helpful in bringing about a solution.
Business Response
Don't expect an immediate common sense response. Reaching the correct person who can solve a customer service issue may not always solve the problem. That person may ignore the situation, or give another name and phone number. Complaint handling may be done by a specific department that may ignore attempts at contact.
When contact is made the department may make promises they are not able to fulfill. Keep a written log of any promises or resolutions that are proposed by a company for miscommunication, monetary loss, services not rendered, and for damaged items that were received. The company guidelines may restrict the type or amount of action that can be taken to remedy the situation.
Social Media
Many consumers are turning to social media to resolve customer service problems. If there is no resolve in the situation consider starting a discussion on Twitter or Face book. Serious or disturbing customer service issues that are not addressed may bring unwanted attention to the current business response.
Keep records of customer service issues are completely unacceptable. These records may become invaluable if the matter has to be taken to small claims court or discussed in a meeting with the true decision maker in the business. Use these tips to complain effectively.
Renee Haswell - Nanette is a busy mother, lover of books, gourmet tea, and freelance writer. She enjoys experimenting with raw food recipes, visiting ...
