Filing a Complaint? Stop Complaining!

When you need to file a complaint, writing a letter is usually the most effective way to accomplish this.  Unlike phone calls and e-mail, complaint letters explain your situation in black and white.  Holding your letter in their hands makes your complaint feel substantial to your readers.  As a result, a well-written letter adds gravity to your complaint and makes it feel more serious.

A well-written complaint letter, however, is not an angry letter.  To be successful with your written complaints, it’s helpful to remember that your reader is another human being who’s doing his or her job to the best of their ability.  Confrontation, therefore, is unproductive.  No matter how angry you may feel, a good complaint letter will take the feelings of your reader into account.

This is why the most effective complaint letters are concise, authoritative, factual and friendly.

Complaint letters need to be concise so your reader can easily understand and respond to your problem.  You may feel a need to be long-winded in your explanation of why the product failed to meet your expectations, but this isn’t what your reader needs.  The main idea of your letter must be understood within the first few seconds so that your reader can begin planning your solution immediately.

Good complaint letters are also authoritative.  The presentation of your complaint must establish your credibility.  This is why it’s helpful to use letterhead on quality stationery.  Professional sounding language and correct grammar are also essential.  Remember, the way you write will make an impression on the reader, affecting their attitude and their response.

In addition, your complaints must be factual.  Relevant names, dates, prices and details must be included.  The facts you present will justify whether or not your complaint should be resolved as you wish.  Therefore, allow your facts to speak for themselves and build your case.  Facts provide objectivity where emotions do not.

Also, remember to be friendly with your complaints.  Being negative, terminating the relationship and taking your business elsewhere will give your readers little incentive to make any adjustments for you.  Express your desire to remain loyal, and the customer service agents will do their utmost to maintain your loyalty.

Customer service agents are doing what they can to help you, so don’t take your frustrations out on them.  When you write a complaint, be concise, authoritative, factual and friendly and you’ll be more successful in getting the solutions that you want.