Great Customer Service: Even When You Have A Complaint

Probably nowhere is it more important to make your point succinct than when you have a complaint. If a clerk is rude, or the drycleaner loses your silk shirt, instead of simply fuming, make your goal to get Great Customer Service.

Getting Great Customer Service begins with being a good customer. Keep in mind that service-staff are people just like you. Threats and disrespect are typically ineffective. The person to whom you initially address an issue is likely not the person at fault. Customer service staff are there to help, so begin by being polite, calm, and sticking to the facts. With this approach, you begin the framework for finding a solution.

In making your point, include as many facts and details as possible. Your complaint is more valid if you have documentation and can clearly state the issue and your reasons for being unhappy.  As well, know exactly what you expect as compensation. No action can be made to your satisfaction unless you clearly state what you are seeking: an apology, or an alternate selection, for example. Knowledge of the rules and posted guidelines for the sale or service are valuable here; you will find that most reputable businesses state their sales and service policies prominently.

In every situation, keep your cool and allow the other party to “save face” as well. In a win-win situation, the issue is resolved to your satisfaction and the company keeps your business and still considers you a valuable client."