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Do You Hate Writing Complaints?
“I hate it, you hate it, everybody hates it. But …”
Sometimes we feel the situation is beyond our understanding and we’ve decided to – complain.
How?
1. Start with a short summary of the situation;
2. Explain clearly what you want;
3. Be assertive, not aggressive or hostile;
What people most often forget at writing complaints is telling what sort of compensation they expect. Complaints manager then doesn’t know whether to reply or not and what to offer. Perhaps they just wanted to complain.
Secondly, aggressive tone appears way too often:
I am extremely disappointed,
- I’m sorry to say that we expected far more …,
- You have completely ignored …,
- If you do not take immediate action, we shall be forced to …,
- Obviously you are unaware of …,
- I’m quite sure you’ve overlooked …
Think twice before using one of these, because they do not add to assertiveness, confidence, authority. Moreover, they hurt people and are likely to provoke fight instead of a resolution.
Example of a complaint:
Your company has delivered 1K pieces of Minachi earphones. Sales took off last week and more than 60 pieces (of 135 sold) have already been returned because of a failure. We tested them and test reports show that they do not meet requirements of standard EEC/99/102. What we need you to do is to replace them with another model, which does meet the standard above. How fast can you do that? Regards Janez
