Lynne Baker
Lynne The Skin!
We’ve all been there. We’ve all been driven demented by the idiocy and lack of service of some of our suppliers, and yet somehow we come off worst.
Here’s a little guide on how to complain effectively and get what you want.
We’re going to take the scenario of where you’ve ordered some product and been charged for them, but the goods have not turned up. The principles apply to any complaint or issue you have though!
First of all you will need the following:
The invoice
If this is an electronic one print it out. If it is a paper one photocopy it if you can
A document file
This is where you will keep all the gubbins together. Label it “Complaints/Issues”. Keep everything in it, including the notes you make on your paper pad. Only once the issue is resolved should you empty the folder.
The credit card/bank statement
If it’s an online one, print it out, if paper, photocopy it
Pen
Not pencil; it will rub out too easily
Paper pad
A4 preferably
Time
Make sure you have enough! Allow at least 20 minutes.
Basic Principles
Do’s
Method
Make sure you have all the details in front of you.
Not on your phone/ipad/pc; have them on paper on your desk, organised.
Make sure you yourself know what it is you want out of the conversation.
Be realistic; if the box has arrived with broken bottles in it don’t expect to get a full refund AND replacements. You should be aiming for a next day delivery of replacements, with the postage refunded. If you’ve not paid postage ask them for a refund of one of the bottles. This shows that you’re reasonable; it will stand you in very good stead.
Be very precise about what has or hasn’t happened. It is no good saying “my stuff’s not here”.
Tell them the following:
· Your name
· Your account number
· Your address
· Your company name if appropriate
· The date of the order
· The invoice number
· The nature of the problem
· What their understanding of the problem is
Ask them for their full name.
How many times have you got a first name and then when you phone again they say “which Jen/Kelly/Boadicea?”
Do not interrupt them
Allow them time to look at the system to bring your order details up.
When they say “it should be on its way/I don’t understand why it isn’t with you” etc, ask them for the tracking details. Write it down!
Ask them which courier they’ve used, so that you can track it yourself too.
If they tell you it’s been signed for ask to see the online signature.
All couriers have these now, so there’s no excuse!
Tell them what you want.
Don’t ask them, but don’t be shouty with them.
Calmly say something along the lines of:
“OK, this is what I want you to do, Boadicea. You’re going to check with the courier after this phone call. You’re going to call me back within 30 minutes to give me a progress update. If I don’t hear back from you within 30 minutes I’ll call back and speak with your manager about why you haven’t, is that ok? Please can you tell me your manager’s name?”
(She might say, but it’s my lunch in 20 minutes. If so, tell her she’s going to call you BEFORE she goes to lunch then, isn’t she?)
Be prepared for her not to call you back.
She might be in a meeting/sobbing in the loo/have got caught on other calls/be picking peanuts out of poo.
Call back when you said you would.
This shows that you are as good as your word.
Be prepared to repeat everything you’ve said to Boadicea, and be prepared for her not to have updated the system with your issue.
Phone back every day until it’s resolved. Ask for Boadicea by name, or her manager, by name.
Once it is resolved (and this is most important), ring them to tell them it’s sorted, and thank them for their help. It shows that you’re human, and that you really do appreciate them. Even if really you’re plotting how to kill their firstborn.
So there you have it.
Nobody likes having to complain; unless you’re me, when I love a good spat on the phone. I am a practised complainer and I always get what I want.
So can you…
If anyone has any other great tactics do share!
Here’s a little guide on how to complain effectively and get what you want.
We’re going to take the scenario of where you’ve ordered some product and been charged for them, but the goods have not turned up. The principles apply to any complaint or issue you have though!
First of all you will need the following:
The invoice
If this is an electronic one print it out. If it is a paper one photocopy it if you can
A document file
This is where you will keep all the gubbins together. Label it “Complaints/Issues”. Keep everything in it, including the notes you make on your paper pad. Only once the issue is resolved should you empty the folder.
The credit card/bank statement
If it’s an online one, print it out, if paper, photocopy it
Pen
Not pencil; it will rub out too easily
Paper pad
A4 preferably
Time
Make sure you have enough! Allow at least 20 minutes.
Basic Principles
Do’s
- · Stay calm
- · Be precise, with dates, order numbers, amounts, colours etc
- · Be prepared to escalate to the supervisor/manager
- · Take photos of damage etc.
- · Take the FULL name of the person you’re speaking to
- · Do not lose your temper
- · Do not get emotional
- · Do not swear
- · Do not shout
- · Do not lie
- · Do not back down
- · Do not cry
- · Do not threaten her with violence, however much you want to punch her in the throat.
Method
Make sure you have all the details in front of you.
Not on your phone/ipad/pc; have them on paper on your desk, organised.
Make sure you yourself know what it is you want out of the conversation.
Be realistic; if the box has arrived with broken bottles in it don’t expect to get a full refund AND replacements. You should be aiming for a next day delivery of replacements, with the postage refunded. If you’ve not paid postage ask them for a refund of one of the bottles. This shows that you’re reasonable; it will stand you in very good stead.
Be very precise about what has or hasn’t happened. It is no good saying “my stuff’s not here”.
Tell them the following:
· Your name
· Your account number
· Your address
· Your company name if appropriate
· The date of the order
· The invoice number
· The nature of the problem
· What their understanding of the problem is
Ask them for their full name.
How many times have you got a first name and then when you phone again they say “which Jen/Kelly/Boadicea?”
Do not interrupt them
Allow them time to look at the system to bring your order details up.
When they say “it should be on its way/I don’t understand why it isn’t with you” etc, ask them for the tracking details. Write it down!
Ask them which courier they’ve used, so that you can track it yourself too.
If they tell you it’s been signed for ask to see the online signature.
All couriers have these now, so there’s no excuse!
Tell them what you want.
Don’t ask them, but don’t be shouty with them.
Calmly say something along the lines of:
“OK, this is what I want you to do, Boadicea. You’re going to check with the courier after this phone call. You’re going to call me back within 30 minutes to give me a progress update. If I don’t hear back from you within 30 minutes I’ll call back and speak with your manager about why you haven’t, is that ok? Please can you tell me your manager’s name?”
(She might say, but it’s my lunch in 20 minutes. If so, tell her she’s going to call you BEFORE she goes to lunch then, isn’t she?)
Be prepared for her not to call you back.
She might be in a meeting/sobbing in the loo/have got caught on other calls/be picking peanuts out of poo.
Call back when you said you would.
This shows that you are as good as your word.
Be prepared to repeat everything you’ve said to Boadicea, and be prepared for her not to have updated the system with your issue.
Phone back every day until it’s resolved. Ask for Boadicea by name, or her manager, by name.
Once it is resolved (and this is most important), ring them to tell them it’s sorted, and thank them for their help. It shows that you’re human, and that you really do appreciate them. Even if really you’re plotting how to kill their firstborn.
So there you have it.
Nobody likes having to complain; unless you’re me, when I love a good spat on the phone. I am a practised complainer and I always get what I want.
So can you…
If anyone has any other great tactics do share!