Defective products. Surprise fees. Poor service. At one time or another we all have had something to complain about with companies we have done business with. And complaints are on the rise. According to the American Customer Satisfaction Index (ACSI), complaints have nearly doubled over the last 10 years. Research studies show that nearly 77% of consumers have experienced a product or service issue. Moreover, about 64% self-reported that their complaints left them with feelings of rage.
But there are ways to lower your anger (and blood pressure) while increasing your chances of arriving at a satisfactory resolution. You can complain like a pro and get results by applying these proven tactics.
Tactic #1: Talk to the right person:
Ask for the representative's name and ask if they are authorized to handle your specific issue before going into detail. If customer service cannot help, escalate your complaint. Ask for a manager or find executive contact details to take your issue higher up. An online search can often help you find contact information for a manager at a higher level.
“Increasingly, companies are ceding their customer service operations to AI-driven chatbots, both online and over the phone,” AARP Magazine observes. “If you’re getting no help from robotic replies in a call or online chat, using these phrases may help you reach a real person: ‘representative,’ ‘customer service,’ ‘speak to human,’ ‘talk to professional,’ ‘live support,’ ‘supervisor,’ ‘complaint,’ ‘account issue’ or ‘escalate.’”
Tactic #2: Keep Calm
Arizona State University Center for Leadership Services cautions that “the representative can make it easy or hard for you. Loud voices and abuse simply do not work……it is interesting how a call can accidentally get disconnected under these situations.” Especially avoid yelling or swearing; customer service agents are much more likely to help a calm, respectful customer.
Stick to the facts not your feelings.
Tactic #3: Be Polite and Offer Solutions but Be Firm
Let’s say, for example, you bought a sweater at a local department store, and the sweater starts to unravel after a single wearing. “Even though you're annoyed, take a step back and remember that the salesperson didn't make the sweater - or the store policy - so she's not the enemy,” CBS News suggests. “Treat her like a friend and get her to sympathize with your plight, so that she can do everything in her power to make it better. Start out by saying something like, ‘I want to apologize if I sound annoyed, but I'm sure you can understand how disappointing it is to spend $50 on a sweater only to have it fall apart.’ Ask whether she can make a compromise - can she give you store credit?”
Tactic #4 Document, Document, Document.
Keep a record of all interactions (and attempts to interact) with the merchant. That might include notes of phone conversations, such as the date, time, person spoken to and promises made; screenshots of online chats; and copies of emails sent and received,” advises AARP Magazine. “Should your problem escalate, having all this material on hand can help support your case with company higher-ups, regulators and other government officials.”
Tactic #5: Apply External Pressure
If, even after applying these tactics, your complaint has not been resolved, you may want to report the business by contacting specific federal, state, and private external consumer protection agencies depending on the nature of the issue.
- Federal Trade Commission (FTC): File reports regarding general scams, identity theft, fraud, and unfair or deceptive business practices through the FTC Complaint Assistant.
- Consumer Financial Protection Bureau (CFPB): Submit issues regarding financial services, mortgages, credit cards, and bank loans via the CFPB Complaint Portal.
- Department of Transportation (DOT): Handle airline service problems, ticket refund disputes, and disability accommodations (excluding safety/security).
- Federal Communications Commission (FCC): Resolve issues involving telemarketing, TV, internet broadband, and landline or wireless phone services.
- Consumer Product Safety Commission (CPSC): Report unsafe consumer products or injuries caused by defective goods.
- Better Business Bureau (BBB): A private non-profit that processes mediation between local entities and unsatisfied customers via the
- Your State Attorney General’s Office (Most states feature a consumer protection division.)
If a company won’t satisfactorily resolve a complaint about a purchase made with a credit card, dispute the charge through your credit card company.
