Not this shit again (Readers Digest--How to Complain)

[Irving Patrick Freleigh]

Article

I specially like the last one--accuse the company of a crime you cannot prove and probably never happened.

[blas]

Ya know, I used to have respect for RD. I really did. Not anymore.

Let's haggle like it's hundreds of years ago, just because the economy's bad!!

By the way Irv, did you make that avatar all by yourself? Hilarious!

[Sheldonrs]

My comment posted on RD:

Sheldonrs

Only a complete jerk would stoop to using the tactics outlined in this article. Oh yes! Let's pressure the hotel (or any other place of business) for a discount. Let's accuse them of fraud even if it's a false accusation so we can get a cheaper rate! And if we don't get what we want (because we are OH SOOO SPECIAL!) maybe we can get the poor clerk behind the desk fired while we're at it. Just for entertainment purposes.
Shame on RD for printing this junk. For everyone's information, chances are if the times are tough on you, they are just as tough on the business you are trying to rip off as well as the poor employees you are harrassing and making fearful of losing their jobs.

[Irving Patrick Freleigh]

By the way Irv, did you make that avatar all by yourself? Hilarious!

Nope. It came from here.

I was going use one of the panels involving sex, but I thought somebody might complain.

[blas]

Seems to me we ought to send RD some of those avatars to show how upset we are at them.

[TelephoneAngel]

number four - if i already told you i can't do what you want, you can stay on the phone for the next ten days for all I care, I STILL can't help you.

[Aethian]

Emailed to the magazine...

Concerning your recent article on "How to Get What You Want by Complaining" I would like to point out that you have done a LARGE disservice to service workers.

1. This one isn't so bad if the pictures are being used at the time of check in, not at check out. At check in the rep might be able to get the customer a new room or have housekeeping on duty to do a quick run through and "fix" the room.

2. A private chat or is the rep about to get their rear end handed to them with a punch to the head. There is a reason a counter separates worker and customer. Because of all the bad customers who have done bad things to the desk rep.

3. Repeating a list over and over and not saying what one would like to 'fix' the problem doesn't help the rep at all. The rep is not a mind reader and can not tell if the customer is fishing for discount or free.

4. Screwing a rep on phone times does not get them to want to bend backwards to make one happy. In fact it will lead them to do NOTHING for the customer. Best way to get something from a phone rep? Be polite, concise, and have all your info ready to go.

5. Even asking the question doesn't help because most time the rep can't answer the question due to measures put in place because of management.

6. Real good way to make a mountain out of a molehill. And if the company is big enough they will sick lawyers on the customer and the customer will get more then nothing. Small company and they will write that person off because who would want someone like that as a customer?


Please please think more into the workers side of things BEFORE putting lists like this into print. There are too many people that take these lists and go one step further and do not make anything easier for anybody. And in fact make the person who could try and get a deal for the customer put there hands in the air and do nothing just because they are getting a fight at the word "Hello."

Treat others, as you would wish to be treated.

[BookstoreEscapee]

Ok, 1 is a useful suggestion.

2 is iffy.

The rest...just no, please.

[CrazedClerkthe2nd]

My only issue with number one is that pictures can be manipulated. Who's to say you didn't tear the room up yourself THEN take pictures to try and score a deal?

Number 6 I think may actually be a crime in and of itself.

[Exaspera]

And if there's no fraud involved, why mention it?! And it's more than likely a blatant lie.

[jedimaster91]

State the facts, without hyperbole

There's the only useful part of the whole article.

[PepperElf]

My reply:



You should rename #4 as "wearing them down" because that's exactly what you're suggesting they do.

In effect, you're encouraging people to annoy the staff as much as possible until the staff will give you anything just to make you go away.



And then there's #6 about using "fraud" for dramatic effect.
O boy does that one get OVERUSED. Most often it's used in cases where there is no fraud.

It's shameful that it's being encouraged here.


If you would like REAL advice on how to properly complain about service or conditions read on.

1) BE POLITE. I can't tell you how many times I've seen signs of people *starting* their complaints with screaming and rudeness.

Employees are human. Treat them as how you'd like to be treated. Whether or not you like the idea, using warm manners from the start will usually guarantee they're more motivated to assist you.

2) Be timely. Bring your complaint to their attention when the employee or manager can actually do something about it. If it's over a meal, voice your concerns before you leave. If it's over a hotel room, do not wait until the morning... ask for assistance right away.

3) Review your documentation and any policies first. Have your receipt handy, or your contract. Read the fine print. Have your ID handy.

Understand that you may ask for items to be refunded or returned after the return period has expired, but you don't have the right to be told "yes".

4) Do not raise your voice. Shouting will not mean you are entitled to what you're asking for. And in some cases it CAN get you barred from an establishment.

If the employee is the first to raise their voices, stop talking to them and seek someone above their heads. If you are the first to raise your voice... do not get mad if you are treated the same way you treat others.

5) If you chose to write a letter, be precise without embellishment.

Do not assume that phrases such as "he was rude" or "this sucks" will convey what you really mean. Write exactly (or as best as possible) what happened and what was said (by both employee and customer).

Do not belittle the employees with phrases such as "they are stupid". Aggression is not your friend.

DO praise any employee who attempted to assist you. This will make the company aware of which employees are causing trouble - and which are really helping out.


6) Spend as much time contacting companies to THANK them. These are just as helpful as complaints. And there are far too many people who overlook good service, but give all of their attention when they receive bad.

[Whiskey]

I love the confrontational tone of the article. ITS YOU VS THEM THEY ARE TRYING TO STEAL YOUR HARD EARNED MONEY

[snugglegirl05]

My reply:

For #3:
You state the facts and their "unhappy affect" on your and your family. The manager then asks how you would like the problem to be solved, but instead of letting him know, you just repeat yourself. The manager is asking you how you would like the problem to be solved so he can address the problem. He cannot do that without any information from you. Repeating youself does not help you, and it does not help the manager. Working with the manager to help him/her solve the problem and letting him/her know exactly what you like to be done is much more helpful.

For #4:
If I tell you I cannot do something, please accept my answer. You can stay on the phone as long as you want to, but the answer will still be no. I will not do something I am not authorized to do just to keep you happy. If the employee cannot do something then ask to speak to someone higher up. There is no guarantee that you will get the answer you want, but you will not know until you ask.

For #5:
Most front line employees cannot tell you want they would do to fix the problem since most front line employees are not authorized to solve customer's problems. It is the responsiblity of management to solve customer's problems. Most likely the only thing front line employees can do is to listen to your complaint & then refer you to the appropriate dept. or person.