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Would you like to know how to complain and actually get results? Whether the issue is with poor service, a defective product, or a family member who has irritated you, the basic principles of effective complaining are the same. The information on this page will help you complain more effectively.
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Learning English - How to Complain
Although this BBC video is designed to teach people who are learning English the phrases commonly used to make a complaint, it's an educational look at how to choose your words when complaining. Both what is said, and the tone used when saying are dissected and analyzed, explaining the subtleties of complaining.
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Introduction
Complaining can be a way to blow off steam, or a way of communicating a problem and requesting a solution. If you complain maturely and professionally, both you and the other party to the discussion will come out feeling good, and you'll have a better chance of getting your problem resolved. -
Step 1: Plan Your Complaint
- Rather than just blowing up spontaneously, take some time to gather your facts and prepare your complaint. While you may be able to resolve the issue with a phone call or conversation, having your facts written down will help you organize your thoughts.
- Write down all the facts associated with the problem you'd like to address.
- Come up with one or more potential resolutions that would meet your needs.
- Determine who is responsible, and who has the ability to rectify the problem. These may or may not be the same person.
- Gather any facts necessary to support your position. Have there been Better Business Bureau complaints about the company? has the product you purchased been recalled?
Step 2: Control Nonverbal Cues
You want the other person to be receptive to what you have to say, to listen, and not to get defensive.- If you're complaining in person, watch your body language.
- Relax, try not to tense up.
- Look them in the eye.
- Lean forward and focus on them, keeping your body open.
- Start with a smile and a warm greeting.
- If your initial contact is by phone, you'll need to be careful of your tone.
- Be firm and definitive, not hesitant.
- Avoid hostile or curt language that could seem aggressive.
Step 3: Focus on the Issue
- State your complaint and the resolution you're looking for.
- Don't qualify or apologize. Language such as "I'm sorry, but..." devalues your problem.
- Don't bully or badger the person you're complaining to. If it's apparent that they don't have the authority to fix the problem, as you does.
- Offer an incentive to get what you want. 'If you help me with the dishes, I'll be able to spend more time with you after dinner", or "I'll be happy to recommend you to my neighbor after you come pack and do these final painting touch ups," for example.
- Don't leave the discussion open-ended. Thank them for their time, and state your expectations.
- If this has been a professional complaint, follow up with a written summary of the discussion and the agreement you reached.
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