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Established in 1974

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Making A Complaint… Tactfully and Effectively

When you have reason to complain about something – poor service, poor quality goods, failure of someone to reply to your email, or whatever – you should do it promptly, firmly and politely.

Many situations can be sorted out by a quick phone call but if you feel your complaint isn’t being taken seriously then an email or letter may be required. And the added advantage of this is that it leaves a written record if you still don’t get things sorted out to your satisfaction.

So here are a few points which will help you make a more effective complaint.

It should be written as soon as possible after a mistake has been made. Get straight to the point. There is no need to apologise. The recipient is a lot less likely to take action if your email appears weak and apologetic; so be firm and the reader will regard you as someone who means business, someone who is determined to put matters right.

Even though you may be very angry, you must still be polite. Never sound angry in an email or letter. You may not be calm inside but you should give the impression of calmness.

Some people ramble on and make accusations or use phrases like it is your fault or you are to blame. They think that by sounding aggressive the reader will be afraid of them and do something about the problem. Unfortunately, the opposite is usually true.

If the reader has a rude, angry email in front of them, they will probably start to feel angry themselves. Instead of doing something positive, they are more likely to feel antagonistic towards you and less likely to try to help. Another point is that the person who reads your email may not be the one who caused the problem! So implying that they are personally responsible is insulting.

Remember that reputable businesses don’t like to make mistakes. When one is pointed out, they will usually do their best to correct it. If you are quick and courteous with your complaint you will normally get a quick, courteous and helpful response. Here’s how you can approach the matter:

Be sure to explain exactly what the problem is: what the damage is; how long the delay has been etc.

Be tactful and polite. Explain yourself clearly and fully but try to be concise. Either tell the supplier what you would like them to do or ask what they propose to do about your problem. By making sensible suggestions you are also making their job easier (providing you don’t make unreasonable demands).

Also, make sure that you emphasise that speedy action is expected.

Don’t make threats at the start of the correspondence, but if no reply or apology is received within a specified period of time, make it clear what action you intend to take. But, again, this must be sensible, reasonable and, of course, within the law. And be prepared to turn your threats in to action if your complaint is not resolved to your satisfaction.

Most of us have to make complaints at work or in our personal life, and if you follow the tips above you will find it easier. But one final word – when making a complaint, don’t anticipate trouble! Most people/companies don’t want to deliberately upset you and if you approach them with this thought in mind you’ll often achieve a better outcome.

And if you want some tips on adopting the right tone in emails, letters and other business writing then check out the synopsis for our Advanced Business English Diploma Course.

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Susan Metcalfe - head of Business Training - discusses business, training and work issues. Come and join in the conversation or just enjoy the read!