Customer Service and How To Complain Effectively

People have learned that if they raise their voice and stamp their feet then businesses will back down and give in to them. 

Unfortunately most people shout at the wrong person. There was an incident (one amongst many) recently when I was explaining a proceedure to a customer. I explained very politely and in the best and simplest way I knew how. That's the right thing to do in my book.  Banking proceedures can be a minefield at the best of times and are generally very intricate. 

He chose to ask me to stop being patronising and asked for a manager. I may have gaped for a split second and then got said manager who, in fairness, backed me up and said I was right. He then backed down and we got on with the job in hand. 

Why make it personal? Anybody who knows me will tell you that I do not 'do' patronising. It's not in my genetic make-up. It seems that the general public at large (and I realise that's a sweeping generalisation) prefer to step on the 'little people' on the front line, treating them as non-people and as a means of getting through to the Holy Grail of the manager. 

I don't know anyone in any customer facing role who does not dread the words 'I want to see your manager'. Because when the customer has had their complaining fit and it's all over and done with for them, we get hauled up by management and cross examined and bawled out for giving the company a bad name. 

I have seen so many people in my position end up in tears at being humiliated by the customer or a manager (sometimes even both) because we as people cannot fight back. 

If you've ever got pissed off with someone who said 'I'm really sorry but those are company rules/guidelines and I have to abide by them' think about it from the other side for a second. Can you imagine how many times a day we have to say that? Could you imagine the utter luxury of us being able to say 'Excuse me but could you please stop being an asshole for one second because I'm actually trying to help you here'? Which is never going to happen because we don't want to get fired. 


Here's some free advice from me to you. I guarantee that this method of complaining will get results fast. With no hurt feelings and no regrets. 


Clair's Guide to Effective Complaining 


 Stop and breathe for a second. Something has annoyed you but rampaging like an angry bull is a waste of your energy. Think smart, not hard.

Approach the person dealing with your complaint in a decent manner and explain calmly what the issue is that you're having. 

Throw in a smile even though you might not feel like it, this will cause your complaint handler to realise that he or she is not about to get their head taken off and this will dramatically increase the speed at which your complaint is dealt with.  What will now happen is that instead of trying to defend themselves from your shitty attitude, their mind is free to find the best and quickest way to resolve your problem.  This will work on the phone too as you can hear the smile. Trust me on that. 

What you've now done is to get that person on your side. Chances are that that person will now do their utmost to resolve your problem if it is within their power to do so. If they can't, then they will approach management on your behalf without you having to ask. 

If they go off to an office or something then don't take this as a bad thing. Generally, the convo inside will go something like this. "There's a gentleman/lady here who (explains nicely made complaint), she/he's being SO nice about it. Could you see him/her or is there something I can do for him/her?" 

Take a second to think about how that convo goes if you've taken the 'asshole' method of complaining....

If you need to see the manager or supervisor, apply the same method as above. Magically, you've now got both the member of staff and a manager on your side. How long do you think it will take them to resolve your issue now, huh?! 

This is a lovely little tip which will reap you great rewards on a return visit. When talking to a manager or supervisor, tell them that the member of staff that took your complaint did so with great efficiency and with a really nice manner. In other words, gave you great customer service. Bosses LOVE to hear compliments about their employees. You know why? Because it doesn't happen very often. 

People are quick to criticise and slow to praise. There's a statistic somewhere that says that people who encounter bad service will tell 10 of their friends about it. People who receive excellent service will tell 1 or 2 friends.

If the manager/supervisor is good at their job then they will take the employee to one side and tell them what you said about them and offer a 'well done' or 'great job' or something like that. Instant raise of said employees self esteem. Simple but true. If the manager/supervisor is exceptionally good at their job then they will convey how pleased your customer was in a public forum such as a team meeting or with a customer service award. 

Back to those great rewards I was telling you about. 

Upon returning to the business, if you encounter the same employee then this will happen. When the employee recognises you (which they will) you will get an instantaneous huge smile and a lighting up of the eyes. They will then greet you 'Hi Mr/Mrs/Miss Customer! How are you?!' which will then develop into some small talk and then comes your reward. 'What can I help you with today?'. You may not need or want any help but the fact is that you have become a hero in this persons' eyes for NOT being an asshole. In fact your life is about to be made so much easier because this person will now do whatever they can for you without you even having to ask. 

Let's not forget the benefit of employee gossip. A 'bad' customer will get a bad rep in the staffroom, you can be sure of this. People will very discreetly go out of their way to not serve you and their defenses will be up before you've even got within 10 feet of them. Unfortunate but true. I have lost count of the times when someone says 'I had Mr Such and such today' which cues sympathetic groans all round. 

Now flip this situation around after you have used your Effective Complaining strategy. 'I had Mr Such and such today!', 'I love him, he's such a sweetheart!' 'Aw, he's great, isn't he?!' and so on and so forth. 

Which would you rather have? 

Above all never ever forget the 2 magic words which mean so much to us 'little people'. 

THANK YOU.

I know that when someone thanks me for doing a good job then my eyes light up, I beam a big smile and say 'You're welcome!' or 'My pleasure!'. 

Remember that if you treat the barista at your local coffee place right, they will remember how you like your coffee and produce it for you without you having to say a word. Same goes for a bar person, a bank teller, supermarket cashiers, receptionists, the list goes on and on. 

If anybody tries this strategy, let me know how it goes!  


This post was inspired by Lewis who served me on the checkout at the supermarket this morning. Eye contact, big smile, nice line in chit chat and a thank you and goodbye.  

Lewis, I salute you and all the 'little people' like us everywhere.