Feature

Tip of the week: How to complain to customer service—and win

Be calm; Be realistic; Be a partner; Go online

Be calm. Don’t let anger take over when you have a complaint. Think of yourself in the third person—“almost as if you are handling a matter on behalf of someone else”—then lay out the story concisely, including only relevant facts.

Be realistic. Don’t ask for the moon. Name a resolution that would satisfy you—such as an exchange—and ask that the company commit to a deadline for its decision.

Be a partner. A service representative can use the thank-you’s you offer in an email or recorded call for performance reviews, so offer positive feedback. It’ll motivate your contact to help you.

Go online. Find the company’s Facebook page and express your disappointment in a business-like post. Simply asking, “Anyone know how I might be able to fix this?” could get a fixer to take up your case.
Source: USA Today

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