A bad customer service experience can often feel like a personal attack. Especially if it’s something that you’ve been thinking about or have spent a lot of money on.
When things don’t go to plan, don’t dwell on it. Take action.
Best case scenario, you get some money back, to try the experience again or get a replacement. Worst case scenario, you get an apology and they endeavour to provide a better service and experience.
Give them an opportunity to put things right
Genuine companies will be disappointed to hear you’ve had a negative experience and any organisation worth their salt wants the opportunity to put things right. After all, a poor experience can lead to a bad review which can affect business; word of mouth is still regarding one of the most effective forms of marketing and with social influence at a record high, the last thing they want is a bad review etched in eternity.
Stature of Limitation
You only have a limited time frame to make a complaint. If an experience, product or service doesn’t sit right with you, the sooner you make a complaint, the more chance you’ll get a desired response.
When we say there is a stature of limitation, we recommend making a formal complaint within 30 days of your purchase/experience. However, as advised, do it as soon as possible and you’re more likely to get what you want out of it.
Lay it all out there
It is always best to put your complaint in writing, email is absolutely fine.
Be sure to be polite, succinct but ensure that you cover your full reason for complaint, outlining the cost or impact of the poor service/product and most importantly, what you want to get out of it:
- Do you want an exchange/replacement for faulty or damaged goods?
- Do you want a refund?
- Do you want compensation?
When it comes to refunds, if they’re able to put it right, this generally won’t be offered, particularly if it falls outside the 28/30 days purchase agreement. If you’re looking for compensation or partial refund don’t be unreasonable but give yourself a little room for negotiation if applicable.
Set forth your expectations to resolve and see what solution they can offer.
Follow it up
In your communication, be sure to specify a time in which you would like a response. The organisation may have a specific time frame already outlined, but it gives you a date in which you can follow up if you’ve had no response. We would recommend 14 days (10 working days) in which to come back to you, after this time, follow up with another call/email.
Best of luck! x