It's frustrating when things go wrong in life
– whether its deliveries that aren't made on time, the repairman not turning
up, or a direct debit going wrong.
Consumer research
shows that following these steps can help get problems sorted out more quickly:
* Try first to
contact the person you originally dealt with. If they can't help, say you want
to
take matters further. Ask for details of the
official complaints procedure and the name of the
person who will be handling your complaint.
*It can be best to
put your complaint in writing. Or you can make your complaint by phone –
but make sure you ask for the name of the
person you speak to and their job title. Keep a
note of this, with the date and time of your
call – and what was said. You may need to refer
to this later.
*Try to stay calm
and polite, however angry or upset you are. This will help you to explain your
complaint as clearly and effectively as
possible.
*If you are putting
things in writing, write "complaint" at
the top of your letter. And make sure
you include important details like your
customer number or your policy or account number.
*Keep things brief
and to the point. Set out the facts clearly and in a logical order. Say why
you're not happy and what you want the
business to do about it. This will make it easier for
them to look into the problem and sort things
out.
*Send copies of any
relevant paperwork that you believe backs up your case. Keep a copy of
any letters between you and the business. You
may need to refer to them later.
*Don't always expect
immediate results – some complaints may take time to investigate
properly and resolve.
EXERCISE: The sentences below come from a letter of
complaint but are in the wrong order. Put them in the right order and number
them 1 – 10.
(A) __ They
then smashed a mirror and two vases as they were carrying the dresser upstairs.
(B) __ Naturally, I expect a complete refund and
compensation for the damage ceased by the
deliverymen.
(C) __ I am writing to you about the antique
dresser in I brought from your furniture
showroom on September 18.
(D) __ When
they finally got it into the bedroom I noticed that the wood on one side was
badly scratched.
(E) __ Dear Sir or Madam,
(F) __ I would be grateful if you would send
someone competent over to pick up the dresser
as soon as possible.
(G)
__ I look
forward to hearing from you. Sincerely ………
(H) __ I
insisted that they take the dresser back to the showroom because of the
condition it
was in, but they refused and told me to
get in touch with you.
(I) __ As
arranged, it was brought to my house by your delivery service on the day
following
the purchase.
(J) __ As the
men were carrying it into the house they broke a panel off the front door.
ANSWERS:
MAKING A COMPLAINT
EXERCISE: The sentences below come from a letter of
complaint but are in the wrong order. Put them in the right order and number
them 1 – 10.
(A) 5 They then smashed a mirror and two vases as
they were carrying the dresser
upstairs.
(B) 8 Naturally, I expect a complete refund and
compensation for the damage ceased by
the
deliverymen.
(C) 2 I am writing to you about the antique dresser
in I brought from your furniture
showroom
on September 18.
(D) 6 When they finally got it into the bedroom I
noticed that the wood on one side was
badly
scratched.
(E) 1 Dear Sir or Madam,
(F) 9 I would be grateful if you would send someone
competent over to pick up the
dresser
as soon as possible.
(G) 10 I look
forward to hearing from you. Sincerely ………
(H) 7 I insisted that they take the dresser back to
the showroom because of the condition
it
was in, but they refused and told me to get in touch with you.
(I) 3 As arranged, it was brought to my house by
your delivery service on the day
following
the purchase.
(J) 4 As the men were carrying it into the house
they broke a panel off the front door.
TO PRINT
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