After reading a number of gripes and complaints on these boards over the years I thought I might start a thread that was non specific as to subject, but rather, suggestive as to good strategy for framing and communicating a complaint. (any complaint)
Probably the single biggest mistake I see is letting emotion get out front of fact and logic. That said, suggestion number one is to keep emotion in check. Present facts in a concise manner. Stick to the facts. Use dates ,names, titles but keep accusations and suppositions in check.
Address your complaint to /through the appropriate channel. Begin with customer service. Move on to supervisors and try and address levels of management through the chain of command. Give reasonable time for your complaint to be investigated and followed up . Then follow up yourself.
Stick to the important issues and leave out inconsequential problems that can side track you principal complaint. At the very least state the relative importance of your comments and complaints so they can be kept in perspective.
Keep one phrase out of all communications. "I will never do business with you again".
Once you say that, there is no point in appeasing your complaint. I do not need to give you good customer service once you tell me you will never be my customer again.Think it, do it, but never , never say it.
Lay out the problem logically and do not presume the person you are addressing is aware of the facts (unless you are told they are). After addressing the facts and stating the problem , state your reasonable and proportional proposal for a solution. Do so
without threats , at least at first.
Keep your threats reasonable , actionable and correct. Do some research into who might have controlling authority. Who will the entity you are complaining to care about your complaining to? Any threat , without "teeth" might as well be kept silent.
Know your facts , rights and the obligations of all parties before you complain. Read contracts, agreements and consult knowledgeable authority (key word knowledgeable).
Finally be prepared to state what your reasonable expectation for settlement of your complaint would be. Don't be open ended, give someone something to respond to that will close the situation.
Having presented the above suggestions , I know I have left something out and solicit
additional suggestions and comments. Please keep these to the "act" of complaining
and do not get into specific gripes or complaints. Let's leave that for other threads.
What I'd like to end up with here is a good basis for assisting with the complaint process. Thoughts and ideas that through your experience have ended up with the best results.