On filing your complaint or after-sales concerns over the phone ask first if the conversation is being recorded, regardless what the automated voice response spieled to you while your line is being queued. After you have stated your concerns, ask the phone representative to summarize what you said, including your resolution expectation. Then ask their process and turn-around time. End the call by asking for the service reference number.
Similarly, any complaint or after-sales concerns over the counter, you must ensure it is properly documented. At least one of you should be writing, you can write some bullet points. Ask to be furnished a copy before you leave the establishment or store. If you can't be provided documentation, or if no one will take down notes or give you a copy, give yourself a few minutes to compose a letter of complaint and have them received it and secure a copy of your ticket queue.
Otherwise, whatever promised given to you and all your efforts are doomed.
If you feel there is ineptness or attitude exhibited by the staff, you can immediately demand to speak to the supervisor without blaming anyone, focus on the complaint. This will save all of you time and hassle. And if it looks like the culture is anything but customer oriented and time is of the essence, try to demand this escalated to the direct superior, manager and so on and so forth.
Sometimes, you cannot control the situation, you might get frustrated and irate altogether. You could try to apologize later on and point out at least one good thing you see in what had happened, that both of you learned that similar situation can be avoided by learning from this experience.
Similarly, any complaint or after-sales concerns over the counter, you must ensure it is properly documented. At least one of you should be writing, you can write some bullet points. Ask to be furnished a copy before you leave the establishment or store. If you can't be provided documentation, or if no one will take down notes or give you a copy, give yourself a few minutes to compose a letter of complaint and have them received it and secure a copy of your ticket queue.
Otherwise, whatever promised given to you and all your efforts are doomed.
If you feel there is ineptness or attitude exhibited by the staff, you can immediately demand to speak to the supervisor without blaming anyone, focus on the complaint. This will save all of you time and hassle. And if it looks like the culture is anything but customer oriented and time is of the essence, try to demand this escalated to the direct superior, manager and so on and so forth.
Sometimes, you cannot control the situation, you might get frustrated and irate altogether. You could try to apologize later on and point out at least one good thing you see in what had happened, that both of you learned that similar situation can be avoided by learning from this experience.
