Hello
I see many of you dont take the trouble of complaining if you find fault
what you have purchased / or if the service is bad specially this part
of the world. Based on my experience for last few years, I have found
almost all the time whenever I have complained, or asked for a refund /
exchange I have got back, even in some cases the refund policy can be
one week or two days, you need to take a first step, and come out of
mental block, here is an articles for your review.
10 Secrets For Writing Killer Complaint Letters
Complaint letters aren't always fun, but sometimes they need to be
written. In many cases, if people don't complain, the problem agency at
fault (i.e. company or government) won't even know that the problem you
and others may have experienced, even exists....
Ultimately, legitimate complaints, by even a few people, can (and often
do) result in better service for everybody. Not only that, writing them
can be personally beneficial too!
That's right!. Writing complaint letters can be an empowering and
therapeutic experience! It allows one to take action instead of playing
the role of a victim and "nursing" an ongoing resentment towards a
company about poor service or treatment received. Once the complaint
letter is written and in the mail one can "let it go" knowing that one
has done something tangible and constructive about the situation.
Not only that, but properly written and handled complaint letters get
action!
After I started writing complaint letters, I began receiving gracious
letters of apology and contrition from senior executives including bank
vice-presidents and VPs of marketing for giant corporations.
Getting those, felt one heck of a lot better than "polishing" an ongoing
resentment and getting even angrier the next time something bad
happened. Sometimes I even get discount coupons and free merchandise!
Here are some strategies I have learned for writing complaint letters
that are guaranteed to get attention and action.
1. Write to the senior person responsible.
It is important that you get the name and detailed mailing address of a
very senior person responsible for the product or service that you are
complaining about. I generally try to write to the V.-P. level. Never go
below Director level if you want a serious response. Name and address
information can be obtained from the organization's Web site or by
calling the company and asking for the name and title of the senior
person who you should write to.
2. Don't send an e-Mail.
When it comes to sending a serious complaint to a company, don't send an
e-mail, regardless of what it may say on their Web site. E-mails are
usually handled dismissively by low level "customer service" people. If
you want serious attention and action, the formal written complaint
letter is the only way to go. (yes, by snail mail!). When it arrives in
the V.-P.'s office, it triggers a bureaucratic process that ensures that
the right people will see your letter, and will act on it.
3. Keep it as short as possible.
Preferably no longer than one page, two at the most. When drafting a
complaint letter there can be a tendency to go on and on just to make
sure the recipient gets the point. Keep it as short as possible, but
without diluting the facts of your message too much.
4. Give it a heading for identification.
Place a heading at the top of the letter with information that the
company or agency will relate to, such as your account number or
customer number. Make it easy for them to find you on their computer
filing system.
5. Clearly explain the situation.
Make sure that you give all of the specific details needed so that the
company/agency can verify your claim without you having to get into an
endless game of telephone tag with them. Include specific dates, times
and places, as well as the names of people you dealt with. If you're not
sure of these when composing the letter, call them back and ask for the
specifics. (You don't have to say it's for a complaint letter).
6. Use a positive and respectful tone.
I have found that the best approach is to use a positive upbeat tone.
Remember, you are writing to a senior person who probably sympathizes
with what happened to you. Your tone should convey the message that you
are the innocent victim and you understand that the company wouldn't
have done such a thing deliberately.
7. Send copies if appropriate.
There can be cases where it is wise to send a copy of the letter to
other parties just to make sure that you will get some serious action.
For example, in a case where you have been told to write to a Regional
Manager of a program, it is often a good idea to make sure that someone
in head office also gets a copy. I sometimes send a copy to customer
services or customer relations, offices at the national level.
8. "Shame" them as much as possible.
Companies that claim and advertise high levels of customer focus and
service do not like to be criticized in those areas. If you have a
strong case that makes them vulnerable in one of these areas, use as
much ammunition as you can to embarrass them in these sensitive areas.
Modern marketing terms such as: customer relationship management (CRM),
one-to-one marketing, most valuable customer (MVC), and customer-centric
focus, all tend to get their attention. Also, using such terms makes you
sound like an authority.
9. Imply you might take your business elsewhere.
I always do this near the closing. Companies don't like to lose
customers, especially long-time customers. Say how long you have been a
customer. Senior marketing people are well aware that study after study
has shown that it costs five to seven times as much to recruit a new
customer as it does to hold on to an existing one.
10. Ask for an early reply.
In the closing paragraph of your complaint letter, state specifically
that you are expecting an early reply. Make sure that you follow-up by
phone or e-mail if you have heard nothing in three weeks. Some companies
will send you an acknowledgment letter stating that they are working on
your case and will get back to you within a week or two.
Use the above strategies and you are sure to get action from your
complaint letters. And, don't forget the old truism "the squeaky wheel
gets the grease"!
AND the most important point is never to forget TO SAY THANK YOU after
action has been taken and you got what you want.
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