Effective Methods Of Making A Complaint
As a consumer, you are allowed and required to complain about a poor service or product that doesn't reach up to your expectations. By voicing out your complaints, you find a solution to your problem and it provides companies and brands with the knowledge of how best to serve their customers in the future and they are able to learn from their mistakes and grow. This ensures that you and every other customer is treated better next time.
However, before you make a complaint, make sure that you are aware of your consumer rights under the law. If you have a written contract or description of the goods or services read what it states. Your complaint will be definitely much more effective if you are aware of your rights as a consumer.
Method 1: Voice Out And Make Your Complaint Aware To The Brand's Leadership
You can decide to either voice out your complaint publicly on social media (preferably twitter or facebook) or privately ( sliding into the Dm). Posting about your customer experience publicly can make the brand respond urgently so they don't lose other potential customers. Also keep in mind that social media managers usually manage these social media channels, so your message still must be passed along to the right people.
However, communicating your complaint to the appropriate upper management privately is a huge boost, because the brand will certainly appreciate you not informing the public of any mishaps or mistakes their team has made. Communicating your complaint to upper management rather the customer service personnel, gets your complaint taken more seriously, gets you a satisfactory and workable solution, an apology, saves you the time of other people engaging with your complaints on social media, you are able to move on with your day quickly and everyone is happy. ☺
Method 2: Make A Phone Call To The Company Or Brand
Without the advent of social media, a phone call to the company or brand is usually the first step. Before your phone call, write down in details about the product or service and your complaint- for example, time, date, names and titles of the people you have spoken to and collect documents such as warranties, guarantees, receipts, and bills.
Ensure that you explain to the company, your specific problem, and details about the purchase, delivery, and service calls. Try to negotiate a satisfactory solution and get a specific promise and a specific completion date. If the problem is not resolved, ask for someone who has more authority to make decisions, such as a manager. Do not hang up until you think you achieved all that you can or found a little solution to your problem over the telephone. Be satisfied with the outcome.
Method 3: Write a Letter
If you aren't satisfied with the resolution you were able to reach for your problem, you can write a letter to the company or brand.
Your letter has to include these 3 sections:
Explain the problem and supply all the necessary details - Explain the service provided, the model, brand name and the serial number of a product, price, date, place of purchase, the name of salesperson or service provider, the date the problem was discovered, conditions of the warranty, and so on. Provide all the necessary details in the body of your letter.
Make your request - Speak your mind and portray what the company or brand can do to solve the problem, either giving you a refund, repair or replacement of the product are all possible options. Also, specify a date that you want this resolution, it can be 2 - 3 weeks from the date of the letter.
Explain your plans - Finally, outline any further
action or step you intend to take if the company does not meet your request. For example, you might contact the Consumer Protection Council (CPC) agency in Nigeria.
Method 4: File A Complaint
If you are still unable to get a satisfactory response or resolution from the company or your service provider, you can involve a third party to file a complaint for you against the brand. In Nigeria, you can always direct your complaint to the Consumer Protection Council (CPC) to fight your rights for you.
Keep In Mind Also:
To voice out your complaints in a professional manner, shove out all the anger and don't use curse words. A level-headed approach with reasonable suggestions is important. Keep documentation of everything from transcripts of live chats, tracks of email correspondence., screenshots of bugs that you’ve experienced, if the software is not performing correctly and keep receipts or cheque-stubs as proof of purchase for the products or services. These records will be important when you decide to take your complaint to another authority to help fix your problem.
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