How To Use
Service complaints that gently but firmly state their case receive the best responses from these kinds of firms.
These firms receive lots of these letters and have learned, over time, which clearly stated complaints, conveyed with an unemotional and non-accusatory tone, tend to be the most accurate and deserving of a conciliatory response. In addition, on a perfectly human basis, people would rather respond to reasonable polite complaint rather than an emotional and seemingly unreasonable one.
Therefore, we believe the best initial approach is a letter that provides the recipient time to reflect upon it without taking a fast defensive tone, which phone calls tend to elicit. The quick “no.” on the phone, is often just a preliminary attempt by the recipient of the call, in this case, a Service provider, to stop an “attack,” as they perceive it. However, though many recipients of these phone calls change their tactics as the phone call progresses, a letter sent to them prevents their need to give a quick “no” defensively. It lets them review the document at their own leisure and respond accordingly.
- Use your one chance to make a first impression by being supportive and reasonable, as this Service Complaint letter does.
- Offer the Service provider a clear solution that they can say “yes” to immediately. Don’t leave it open-ended.
- Be courteous and even-tempered in all such dealings. One reason for writing is you avoid the pitfall of getting upset and getting into an argument. Written correspondence keeps matters on an even keel as well as maintaining your control over the process. In fact, we suggest you avoid phone calls to avoid spinning off on a tangent and watching your refund opportunity vanish in that process.