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Some people are exceptionally good at complaining. They appear to know how to present their situation, what to say, and what to do to elicit apologies, refunds, or other favorable outcomes. Others find themselves simply screaming down the phone in exasperation. So, what makes the first group different from the second? You can improve the effectiveness of your complaints by following a few easy rules.

  • Determine your objectives.

The most effective complainants have a clear idea of what they want to accomplish with their complaint and explain it to the person. Say so if you’d like a refund for a product or service that didn’t meet your expectations. If a refund isn’t adequate, state that as well. Make it clear whether you merely want an apology. That makes handling your issue and increases the likelihood of a satisfactory resolution.

  • Endangered the company’s good name

Effective complaints have the potential to harm the company’s reputation, according to Joseph Stone Capital. You don’t have to say, “If you don’t react, I’ll go public.” It’s sufficient to remark, “I was quite pleased with you and would have recommended you to all of my friends, but I don’t think I will now.” That will alert the company in question that you may begin informing your friends about your experience or, worse yet, discussing it on social media.

  • Aim for the stars and get personal.

Most businesses have a complaints mechanism in place, according to Joseph Stone Capital. If you go through the procedure, you will most likely get a result. If you write or contact the chief executive directly by name, you’ll get at least that degree of reaction. The information is usually available on the company’s website or through Google. In the worst-case scenario, the chief executive’s assistant will forward your letter or email to the general complaints procedure. However, probably, the CEO will at least notice your email and respond.

  • Use social media if you don’t hear back right away.

A Twitter complaint that includes the company’s name as a hashtag and the phrase “poor customer service” is likely to receive a speedy response. Most large firms employ someone to monitor Twitter for brand mentions. It’s all about reputational damage once more. Include the CEO’s @handle at the start of your tweet to further raise the issue’s profile. Make sure you took the time to correctly prepare your tweet to highlight the nature of your problem or how long it took the company to respond to your initial complaint.

  • Prepare for the unexpected.

Don’t let a company’s answer to your complaint throw you off. If you’ve made a successful complaint, you can get a solution then you expected. For example, the chief CEO’s assistant or a very senior manager may call you, or the chief executive may send you a personal email or tweet. Whatever the level of reaction, don’t feel obligated to accept the first offer made: you can always reply, “Well, that sounds quite excellent, and I’d very much want that, but I’m still not certain that you’ve truly taken onboard x.” That allows you time to ponder, aside from anything else.

  • Instead of being furious, seek retribution.

You’re furious. That’s what’s causing you so much grief. Before you send an email or make a phone call, try to calm down. Before you get in, double-check that you have the legal right to be upset. Are you sure you weren’t mistaken? Before determining whether or not to file a complaint, give it a day or two. However, there may be moments when you need to go all out.

  • Do not call; instead, write or go in person.

Although effective complaints can get made over the phone, the odds get stacked against you. To begin with, you can’t see who you’re speaking with it. As a result, you’re easy to deceive. A junior employee may vow to investigate and then do nothing. Your complaint is far more complex to dismiss if you write or email the CEO. And if you’re standing at the front desk or on the shop floor, asking to see a senior every two or three minutes, you’ll probably get a much faster answer since you’re embarrassing them.