Gotta Gripe?

Reaching a positive outcome to a negative situation can be quite a struggle, especially for con-sumers who don't always get their com-plaints resolved on the first try. You may be tempted to twist the customer service rep into a balloon animal, but keep in mind she's much more likely to accommodate a calm, polite yet direct complainant than a rude and demanding one.

Keep a detailed paper trail of facts, dates, names, communications, receipts and any other pertinent information. Structure the complaint so the person on the receiving end doesn't become defensive. Formulate your approach as more of a favor than a demand by tactfully asking for how you'd like to see things resolved. Be flexible enough to accept alternative options when your specific request cannot be fulfilled.

Realize that customer service representatives, particularly those over the phone, have limited decision-making power. Explain your problem to the first rep with the expectation that you may ultimately have to speak with a supervisor (or even higher up the management ladder) who has the power to make changes.

Admit to your part in the problem if you have one, such as if you were past due paying a bill and want the company to reverse the late charge. There may be a time when you won't be satisfied with the outcome no matter how positively you approach the problem; in these cases, just stay as composed as possible and avoid making threats even if you fully intend to file a report or contact an attorney.

Originally written for and published on eHow
Graphic by Jack Corbett