Air Force 1 Making a Complaint to a Customer Call

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Customers should remember that when it comes to complaints, little is achieved in anger and a lot is achieved with calm, patience and a little prior planning.
Don't Abuse the Call Centre Operator
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Those automated menus going in circles, the inevitable wait on hold as operators “work hard to attend to your important call” and finally, a call centre consultant who is more interested in due process and procedure rather than actually assisting.
But when it comes time to make that dreaded call there are a few things customers can do to make it less stressful and, perhaps,[link widoczny dla zalogowanych], achieve a better outcome. Following are a few tips to help make an effective complaint call to a customer call centre.
Firstly, customers should be calm when they place the call to the call centre. Picking up the phone whilst angry won't end well. Calling when calm will allow the customer to clearly state their complaint and explain what they need done.
Most customers have felt the anger that comes from opening a letter, bill or bank statement with an error, or worse still, one that's riddled with them. A shot of cold fear ripples throughout as they realise that they are going to have to deal with the company's customer call centre.
Being Calm is the First Step
If all else has failed, the customer should ask the operator what the next steps are in their organisation’s grievance process. If they can’t say then it’s time to get off the phone and do some research. Most industries have some form of external dispute resolution, such as an ombudsman’s office, and a simple Google search should point you in the right direction.
Customer Service and Customer Call Centres
Stand Firm on How the Complaint is to be Resolved
Unbelievably, often the hardest thing for the person on the other end of the phone is understanding what the customer wants. Customers should be sure, as soon as possible into the call, to explain the outcome they are looking for.
What are the Next Steps
Instead, of abusive language customers should use words that better describe how they’re really feeling like disappointed,[link widoczny dla zalogowanych], mistreated, and angry. The moment a customer starts making personal attacks they’ve extinguished any hope that the call centre operator will want to assist.
It’s important that the customer stand firm on the outcome wanted, but to understand when it's not going to be forthcoming. If the customer has restated their grievance multiple times, along with the desired outcome,[link widoczny dla zalogowanych], and hasn’t achieved anything then it’s important to know when to walk away; temporarily that is.
Be Clear About How the Complaint is to be Resolved
Once finally make through the menus, enduring the hold music and have a real person on the line,[link widoczny dla zalogowanych], a customer should never resort to abusive language; it’s not effective and it doesn't help their cause. Aside from getting the call centre operator on the other end of the phone offside, it detracts from the message the customers trying to convey.
Abusing the operator is also an easy escape for them. Most call centres train their staff to terminate heated calls that digress to the abusive level. Besides, think of it from the call centre operator's perspective.
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