Complaints… we all have them. Take just a moment and think back to the last time you approached a business about a bad experience: were you satisfied at the resolution? If not, hopefully this blog post will help you the next time you discover a bug doing the breaststroke in your bowl of soup.

Step 1

The first step of any complaint process is to start with the source. Contact the person closest to the problem (such as the server) and explain your issue. Be polite, firm and unthreatening and give the business a fair chance at fixing the problem.

Step 2

The next step is to escalate the problem. Ask to speak to a manager (or research to see if the company has a complaints number you can try calling). Again, clearly state your problem and let the business know what you think a successful resolution would look like. Be reasonable and state a timeframe in which you expect a response.

Step 3

Still not getting anywhere? Step three offers a few options. Follow up with a written complaint (or do this in tandem with step two). A letter or email can seem more formal and can provide proof of your complaint. You may want to consider copying the letter to other appropriate people within the company.

One last point… Consider taking the same time and effort to let a company know when they have provided you with a good service or product – they will appreciate it!


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