Download Making a Successful Verbal Complaint

Making a Successful Verbal Complaint
Consumers commonly make their dissatisfaction known by making a verbal
complaint. Verbal complaints can be made in person or over the phone.
Follow the tips below for making a successful verbal complaint.
 Act quickly
o Address the situation as soon as you become aware of a problem.
o Procrastinating may affect your ability to resolve the problem.
 Address the right source
o Usually a salesperson or operator can direct you to the appropriate person who
can handle your complaint.
o Complaining to top management, an owner, or regional manager is usually a last
step.
 Be specific and factual
o
o
o
o
Mention when you made the purchase.
Accurately describe the product or service purchased.
Describe the problem.
Be sure to have important papers such as an original sales receipts, bills,
warranties, etc.
 Be reasonable
o Politely address the person handling your complaint.
o State the problem calmly and clearly; refrain from being argumentative or
accusatory.
 Suggest a solution
o Spell out what you want.
o Do you expect a repair, replacement, refund, or apology?
Notes:
Appendix 5.01I
Receiving and Evaluating a Complaint
Customer service employees listen to, evaluate, and respond to customer
complaints.
 Listen carefully as your partner describes a product or service he/she
purchased and was dissatisfied with.
 Be polite and courteous when the customer is making the complaint.
 Ask questions to gain additional information or clarify what the consumer
says.
 Check the boxes below when each component of a success complaint is
addressed.
 Take notes to share with your partner after this activity.
Problem was clearly and concisely stated?
What is the problem?
Desired action or remedy was clearly stated?
What does the consumer want?
Consumer provided the required evidence such as receipts
and product information to support the purchase and
claim? (Make sure you are knowledgeable about the store or
company’s policies for returns and exchanges.)
What evidence did the customer present?
Customer was polite.
Was the customer polite?
Which source(s) of consumer protection should the consumer access
NEXT?