1. Facts, records and notes
Get your facts right. Keep records of what happened; keep
copies of any letters, dockets, receipts; keep a note of phone
calls. Be prepared before you call or go in.
2. Ring directly
Ring the person, company, organisation or agency directly.
3. Complaint handling policy and procedures
Ask what the company's complaints policy and procedures are, so you can work out who to contact if you are getting nowhere. (A company that is serious about resolving customer complaints will have
one, and it is good to know this information from the beginning.)
4. Keep your cool
Put your case calmly and clearly.
5. Notes
Keep notes of what you are told.
6. Go higher
If you aren't happy with what you are told, ask to speak with someone higher up. This might be a supervisor or manager, or the complaints or customer relations area.
7. Get names and times
If you cannot speak with someone higher up then and there,
ask for their name, ask for them to give you a call back and get an
undertaking on when that is likely to happen. If they don't return
your call, you then know who to ask for if you have to ring
again, or who to send a letter, fax or email to.