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Know what you want
Problem:Marcia Siegal asked for a refund after purchasing a package of online classes. Instead of the educational sessions she thought she was buying, all she got for her money were useless sales pitches. The course came with an advertised 365-day money-back guarantee. Marcia asked for a refund in conjunction with the policy.
"The company took two weeks to respond to my first request," Siegal says.
After delaying the refund from March until May, it finally paid up, but only because Siegal wouldn't give up.
Strategy:
Siegal did the smart thing when she asked for a refund. Experts at complaint resolution say to always start with a clear idea of how you want the matter to be resolved.
Decide what you're after before you make a complaint. If you don't, the merchant is going to choose the resolution that's easiest and most profitable for him or her.
Next, read everything before you call or write, including the warranty. Remember that some companies print guarantees on the bills of sale or limit the guarantees in their advertising.
Get more flies with honey
Problem:A big-box-store customer throws a temper tantrum, and the employee calls a manager. The customer vents on the manager and soon leaves the store without resolving the problem.
Tricia Taylor, the manager of The Breakers, an ultraluxurious Palm Beach, Fla., hotel, says her staff works hard to resolve issues as they occur. "We can work on it for you," she says.
It's an issue of self-preservation -- the hospitality industry relies on repeat business. Taylor expects her staff to react promptly and politely to guest complaints, but when a guest goes off on an employee, it's counterproductive.
"When (guests) are angry, they often can't hear what the service provider is trying to say," Taylor says. "They're not allowing us to help them if we can't get a word in edgewise."
Taylor has seen guests curse an employee in the lobby, then walk away without giving a room number or identifying themselves.
"I can't help you because I don't know who you are," she says.
More from MSN Money and Bankrate.com
Strategy:
Mary Levy, the director of consumer information and outreach for the Federal Citizen Information Center of the U.S. General Services Administration, says consumers should persevere but do so politely.
"If someone says, 'I can't help you,' then ask, 'What's the next step?' " Levy says.
Remember, the first person you encounter in your quest to right your wrong may not be empowered to fix the problem. Losing your temper in your initial contact with the company draws attention away from the issue itself. You want to find help, not be tuned out.
Play detective
Problem:You know exactly what you want. You are cool, calm, collected and very determined. Now all you have to do is find someone who will take your complaint. Like the Bard of Avon said, there's the rub.
Brick-and-mortar companies usually handle complaints on the premises, but if a customer isn't satisfied with local resolution, he may have to ferret out the right person to talk to on his own.
Online-based companies are harder to deal with. Many have form e-mails or refer customers to FAQs (frequently asked questions) and user forums, where those with problems can discuss and work out issues themselves without involving the company. Others offer e-mail support or telephone technical support for a fee -- if you can find a phone number at all. Often there is no number on the Web page, or, if you find a number, it dumps you into a labyrinthine push-button phone-answering system.
If a consumer walks away feeling unloved and unappreciated, who can blame him? But despite the fences, there are ways to reach real people.
Video on MSN Money
Successful complainingHave you had a bad customer experience? Here are tips for getting satisfaction -- without blowing your top.
Strategy:
The first rule is not to let the company set the rules. Avoid the Web page and e-mail route. Instead, first try to speak to a human being. Yeah, we know. It's not talking to the human that's the problem -- it's finding one.
Here's how you do it: If the company does not have an advertised telephone number dedicated to handling customer-service issues, try running a general Web search for its telephone number, or check out these sources:
- ComputerHope.com is a massive list of companies selling computers and computer-related products.
- Paul English's database of company information gives you telephone numbers for top companies and shows you how to get a real, live human being on the phone.
- Call a directory of toll-free numbers at 1-800-555-1212 and check for a company listing. For free directory assistance on a cell phone, call 1-800-GOOG-411.
- See if the reference section of your local library has the information you're looking for.
- Try the consumer-action Web site of the Federal Citizen Information Center.
TAGS: COMPLAINTS - CUSTOMER - CREDIT CARDS - REFUNDS - AIRLINES
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