Resolving complaints successfully

2015-12-16 06:00

CONSUMERS often find it difficult to complain about poor service or unsatisfactory goods. Here are some tips that could help move the process along more smoothly.

The solution is simple:

  1. • Keep all slips in a safe place as proof of purchase and guarantees and warranties in a separate file or envelope.
    • Contact the customer service department directly, either in person or telephonically. If calling a call centre, be prepared to spend some time on the phone. Call centre staff may not always be able to help resolve the issue, speaking to a supervisor may be necessary.
    • Losing your temper will not gain better service.
    • Keep a note of all the calls you make and everything that was discussed, and get the full names of the people that you talk to. Even when dealing directly with the customer service department in the store, get the name of the person assisting you. Ask how long the repair will take, or when will a replacement be supplied
    • Keep all your slips handy when you make the follow-up call.
    • If your complaint is not satisfactorily­ handled, contact the customer service manager or marketing manager.
    • Sometimes it may be necessary to approach the CEO of the company. Most often the CEO’s secretary may be able to assist and guide you.
    • When you do get through, tell them that if you don’t get the matter resolved within 24 hours you may go to the media and even take legal steps to repair the situation.
    • The old adage of “the customer is always right” no longer exists, sometimes customers need to be prepared to take assertive action. Usually newspapers, radio stations, and consumer organisations have lists of whom you can speak to.
    Remember it is the right of the customer to have the problem sorted out. Don’t just leave the matter unattended because time consuming. Finding an acceptable solution is worth the effort.
    - Barbra d’Engle.

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