Topic: Things Never to Do When You Complain to Customer Service
The Reviewer is focussed on excellent customer service in every industry, and especially in the hospitality industry, we are very aware of poor customer service. At some stage we have found ourselves disappointed and frustrated about something we have ordered, whether it’s slow service, cold food or the incorrect meal. Sometimes we just want to react in a way without even thinking it through properly. There are a few moves that triggered a negative response from employees, especially when they occurred in combination, and we need to try avoid that!
Here are a few things to avoid when complaining about customer service:
1. Don’t use aggressive language
The more aggressive your language when talking to the restaurants’ manager, the less likely your problem will be resolved satisfactorily. Most people probably know that, but apparently it doesn’t stop people from getting sassy employees who most likely aren’t the cause of the situation. No matter how frustrated you are, you tend to receive better results if you use positive language. When people used positive words, such as “great” and “fine,” during confrontation, the response of the employees will be good.
2. Don't attack them personally
The manager isn’t to blame for the faulty product you received, and you both know it. Taking out your frustration on them personally won’t help you get your complaint resolved faster. The researchers found when a customer used aggressive language along with second-person pronouns, such as “you” and “your,” customer service got markedly worse.
Saying things, such as, “your product is garbage,” puts the manager on the defensive. Reframing those comments by saying, “this product is garbage,” yields better results.
3. Don't interrupt
Cutting off the manager violates normal conversational rules and makes them less likely to want to help you. When you interrupt the person you are talking to, the manager/employee’s negative reaction is much stronger. Even if you’re pressed for time and want to get your issue resolved as quickly as possible, hear out the employee/manager. They might be trying to explain something important to you.
4. Don't threaten them
Don’t threaten your employee/manager during a complaint. Instead, just try be calm and resolve the issue/complaint before you threaten him or her. Worse are the customers who become extremely abusive or resort to threats of physical violence. If you can’t communicate like a sane adult, they might ban you from coming to their restaurant ever again. Most restaurants have camera’s in their place which can be proof of your reaction.
5. Be prepared
The simple step of preparation makes life easier for you and the person who is trying to resolve your problem. Once you’re on the phone, briefly explain your problem and what you want the company to do about it. Then, give the employee/manager time to respond. During the conversation, take note of their names.
As a customer you are allowed to complain when you receive poor customer service. Done correctly and positively, your complaints can also help teach the company about how they can better serve their customers in the future. Everybody knows mistakes happen and negative customer interactions happen. Remember, it is not always what you say, but how you say it. Using some of the tips we have provided could assist everybody in finding a solution and the best possible outcome for all concerned.
We look forward to hearing about when you complained about customer service and what your experience was like. We look forward to hearing about other valuable tips for others to know how to effectively complain when they receive bad customer service.