The way you complain might mean the difference between getting or not getting what you want.
You pay for something, get it and move on. That’s how business is supposed to work. When things don’t go so smoothly, you may have to complain to a customer service rep. When you do, there are certain things you should never do if you actually want things to go your way.
Don’t make threats – even when on a live chat. “If you don’t refund my money, I will take you to court.”
Demanding language should never be used. In fact, the words “court,” “lawyer” and “legal action” are all negative triggers. Instead of solving the matter, a company may send your file straight to its legal department where it could sit for weeks, even months.
It’s true that legal action may be your only option, but Kiplinger Magazine says that misguided threats are probably one of the biggest mistakes consumers make when trying to resolve issues.
Avoid all caps, even if you’re mad. Using all capitalized letters in a text, chat or email is the equivalent of yelling in person. It’s rude. Your message should include your name, contact information, a summary of the problem and what the company can do to fix the problem. You might add a date that you expect a resolution, but even that’s pushing it.
One simple tactic is to “cc” your state’s Attorney General at the bottom of your letter. Without saying anything, it lets the business know you are serious. Try to resolve the matter on your own, but alert others in case the company doesn’t make an honest effort to fix the problem.
Be assertive but not aggressive when you complain. Most companies will do what they can to help you through live chats, emails or by phone.