Business Skills - Learning to complain

Learning to complain. It's never easy to complain in our personal lives. Many of us simply suffer poor service in silence and avoid using that service again. But in business, we have to complain when deliveries are late, bills are not paid or software doesn't do what it should. The danger is that some of us have to work ourselves up in order to complain. And our complaint is then made as an angry personal attack. This can be exaggerated when working in a second language, language skills may function perfectly when relationships are positive and work progresses smoothly. But in difficult negative situations, words may fail us and emotions take over. Let's look at a step by step process that helps you to ensure that your complaint is dealt with effectively. One, know what you want to achieve before you complain, decide whether the complaint is worth making. Perhaps the problem is simply a minor glitch and complaining would unnecessarily damage a business relationship. If you do go ahead first decide what solution would satisfy you. If the person receiving the complaint understands exactly what you expect your complaint is easier for them to deal with. For example, if all you want is an apology, say so or maybe you want a refund on faulty goods or a replacement at a reduced cost. Next state, your complaint very clearly either in writing on the phone or in person. In many cases, it is best to complain in writing. You then have a formal record of the complaint and it allows you to include backup evidence to be calm. Your complaint is more likely to be dealt with in a positive way. If you use the right tone, when you complain in writing, write in a formal polite and matter of fact way if you're on the phone or speaking personally, stay calm, speak a little more slowly than usual and try not to raise your voice or let any anger show people put up defenses when confronted by someone who is obviously angry. This may prevent them from taking positive action to help you staying calm, means that it is easier for you to think clearly and keep control of the situation. Three, be descriptive, give a clear description of the situation, describe the context of your complaint state the facts clearly and concisely. But give all the necessary details include for example, timelines, quantities, prices, and a clear description of what went wrong. If you are writing, provide evidence to back up your statements. This might well include photographic evidence, relevant, well explained facts, make your complaint more substantial and more authoritative at the same time, avoid generalizations try not to make statements beginning with the words. You always or you never such generalizations can damage a relationship. So keep the tone of your complaint as neutral as possible. Four be specific talk or write about the here and now your complaint should deal with a specific problem. This allows you to be concise, long complicated explanations may simply confuse the person you are complaining to. They can make your main message unclear and prevent the person receiving your complaint from acting in the way you want in a written complaint, have just one clear message in each paragraph. Keep your sentences short and use bullet points five, be realistic. Your complaint should lead to a positive change in the situation that is causing you problems. Any suggestions for change that you make should be realistic and practical in business. Most complaints are based on clear contractual agreements. The contract usually specifies exactly what is expected of the parties involved. Your complaint should therefore be based on these clearly defined expectations and commitments complaining about staff behavior is trickier. As you often do not have evidence of what happened. Then it is important to describe exactly what happened from your perspective, how you felt about it and what you expect to happen in the future. Six B positive. It is much easier to digest a complaint. If some positive feedback is also included, if you can discuss how well things have worked in the past and how any problems have been successfully dealt with. And if this is the case, talk about how well things are working presently, except for the case in question, never apologize for complaining. When you complain, you are doing your business partner a service. Therefore, pitch the complaint as a learning experience, your constructive approach will allow them to look carefully at what they are doing wrong and to make the necessary adjustments to prevent it from happening. again. Seven be persistent, set a deadline for when you expect to get a response. If this deadline is not met, be persistent, follow up your complaint immediately by saying how you intend to take the matter further. Usually this means escalating the complaint to a higher level in your business partners organization. As a last resort, you might need to get help from your legal department.