Complaints and Problems Customer feedback Complaints and Problems Carmen Tarbush Georgia CTAE Resource Network 2010

Why does feedback matter? Without customers, a company cannot make money. If the customers are unhappy, business is likely going to decrease. If the customers are happy, business is likely going to increase. A common maxim in customer service says: Satisfied customers tell 3 friends. Unsatisfied customers tell 10 friends. Bad news travels fast, so a complaint can hurt business!

What does feedback tell companies? Feedback tells businesses that something was wrong (or right) with their product or service. Feedback is typically based on facts. When companies listen to the complaints, they can improve the customer relationships and products and services.

How do you write a complaint letter? Include your name, address, and home and work phone numbers. Type your letter if possible. If it is handwritten, make sure it is neat and easy to read. Make your letter brief and to the point. Include all important facts about your purchase, including the date and place where you made the purchase and any information you can give about the product or service such as serial or model numbers or specific type of service. State exactly what you want done about the problem and how long you are willing to wait to get it resolved. Be reasonable.

How do you write a complaint letter? Include all documents regarding your problem. Be sure to send COPIES, not originals. Avoid writing an angry, sarcastic, or threatening letter. The person reading your letter probably was not responsible for your problem but may be very helpful in resolving it. Keep the original copy of the letter and documentation for your records. If your complaint letter does not bring about the results that you hoped for, consider writing another letter with a firmer tone, or try writing to someone higher up in the chain of command.

SAMPLE On (date), I (bought, leased, rented, or had repaired) a (name of the product, with serial or model number or service performed) at (location and other important details of the transaction). Unfortunately, your product (or service) has not performed well (or the service was inadequate) because (state the problem). I am disappointed because (explain the problem: for example, the product does not work properly, the service was not performed correctly, I was billed the wrong amount, something was not disclosed clearly or was misrepresented, etc.). To resolve the problem, I would appreciate it if you could (state the specific action you want—money back, charge card credit, repair, exchange, etc.). Enclosed are copies of my records (include copies of receipts, guarantees, warranties, canceled checks, contracts, model and serial numbers, and any other documents). I look forward to your reply and a resolution to my problem, and will wait until (set a time limit) before seeking help from a consumer protection agency or the Better Business Bureau. Please contact me at the above address or by phone at (home and/or office numbers with area code).

Practice Time Write a sample customer complaint letter!

What if the complaint letter doesn’t work? Popcorn read the Resolving Customer Dispute handout.

On the other hand . . . Companies can get thousands of complaints. Some are, therefore, going to be more important to resolve quickly than others. Companies may not solve the problem because of . Time constraints Money constraints Too few employees to respond to all mail Lost mail Or a variety of other reasons.

Next steps If your complaint has not been answered or not been answered to your satisfaction, you first need to decide if it is worth pursuing further. If the item was inexpensive, the problem was not severe, or the company has tried to resolve the problem, it may not be worth going forward. If it is worth pursuing, try calling the BBB, the FTC, or the company again.

History of Consumer Bill of Rights By the 1950s, the consumerism movement gained followers and began pushing for increased rights and legal protection against malicious business practices. At the end of the decade, legal product liability was established. In 1962, President John F. Kennedy presented a speech to the U.S. Congress in which he gave four basic consumer rights, later know as The Consumer Bill of Rights. Text is available under the Creative Commons Attribution-ShareAlike License from Wikipedia ®

Your Bill of Rights The Right to Be Safe The Right to Choose Freely The Right to Be Heard The Right to Be Informed The Right to Education The Right to Service