Mike
Carruthers:
Complaining
effectively isn't always easy - when a company's done something
wrong you want to get mad and that's about the worst thing you
can do.
Janet Rubel:
Our flight was recently canceled because the flight
crew didn't show up on New Year's Eve day and I was able to get
another flight out by being calm and talking politely to a desk
agent, where other people were screaming and ranting and raving.
Attorney Janet
Rubel, author of the book 101+
Complaint Letters That Get Results…
The person you
write to or talk to has to become engaged in your problem. And
you don't want to turn off the person at the other end by being
impolite.
If you're going
to write a complaint letter, Janet says spend some time finding
out the name of the person who can help you. Don't just write
to the customer service department, then…
Paragraph one:
this is my problem, attached are copies of any relevant documents.
Paragraph two: this is what I would like to have you to do for
me. Paragraph three: thank you for your attention; I am a frequent
customer at your store or a frequent flyer on your airline.
Never say, " I'll never shop at your store again"
because what incentive is there for them to help you?
Janet says if
you want to get your complaint resolved, use regular mail not
email.
Somebody complained
over sixty times to an airline about a problem through email
and never got one response. That's not surprising to me - I've
never experienced or heard of anybody getting any satisfaction
via an email complaint.
At somethingyoushouldknow.net
I'm Mike Carruthers and that's Something You Should Know.
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