Complaining – How to do it Politely and Effectively

Once upon a time, Kiwis were internationally known as ‘non-complainers,’ and in many ways, not voicing dissatisfaction did us all, customers and providers, alike, a disservice. Now, of course, many would argue Kiwis have become inveterate complainers, yet it doesn’t mean their complaints are effective, polite, or even always necessary. If you have a genuine reason to be dissatisfied, whether over a product or service, knowing how to express your complaint effectively can make all the difference to being heard. Check out the following tips to having your complaints taken seriously:

Where there’s a problem, avoid blaming individuals as this will only build a barrier to effective communication. Instead, focus on the problem itself. For instance, if your coffee arrives lukewarm, politely call the wait staff and say: “My coffee isn’t hot,” rather than beginning with “You’ve given me a lukewarm coffee.” This immediately takes the heat (no pun intended!) out of the interaction.

Never make personal comments about a staff member, either to their face or their manager. For example, if a staff member was rude or dismissive, say: “I felt your staff member was rude when I questioned my account,” rather than: “Your staff member, who was on her phone half the time when she should have been serving customers, was rude to me when I questioned my account.”

Before complaining, have a couple of satisfactory solutions to the problem up your sleeve. This way, if a solution isn’t offered, you can politely suggest one.

Have a backup strategy in mind if your suggested solution to a problem isn’t taken seriously. For instance, if a staff member doesn’t offer to address your concern, ask them for the name and contact details of a more senior staff member to whom you can refer your complaint.

If you are not comfortable with personal interaction, or if your complaint is being questioned in an impolite or unreasonable manner, or in a public situation, creating unwanted attention, back off and return to your complaint via emails or messaging.

Aim to give service providers time to catch their breath by lodging your complaint as a question. For example, instead of saying: “This meal is not what I ordered,” try: “I wonder if there may have been a miscommunication somewhere, as this isn’t the meal I ordered.” When service providers are given space, there is more chance they will respond in a calm and helpful manner.

In cases where your concern is not addressed, politely suggest to management, although you don’t wish to leave a less than complimentary review on their site or webpage, it seems this may be your only avenue for complaint. This will usually elicit a response.

Always act promptly when you discover an issue, as complaints are more likely to be taken more seriously than when you use or consume a product, and then complain. If the product isn’t one you can return in a timely manner (such as fresh fruit that is spoiled when you get it back home from the supermarket), phone in with your complaint, and explain you have taken a photo as evidence of the problem

Know how to bring authority figures into your conversation around the complaint, if this proves necessary. For example, if the problem is with a bank, politely refer to your knowledge of the existence of a banking ombudsman. If the problem concerns a product, let it be known you are familiar with the Consumer’s Guarantees Act. To help you find the appropriate authority figure to refer to, ask a quick Google question, using your smart phone.

When you don’t complain about a genuine problem, you are not helping anyone. Avoid frustration, and repeated poor performance, by complaining politely and effectively.