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Slide 1: How to Complain A Fair Approach
Slide 2: Introduction • We should be aware that when we complain we are expressing our dissatisfaction about a service, product or behavior. • And it is important to avoid mixing up private emotions and point-of-views and keeping up focus and balance.
Slide 3: Unfair Approach • Unfortunately, many people mix up emotions, stress and other problems that are not part of the real problem. • Such negative approach jeopardizes in many ways any reasonable solution or agreement.
Slide 4: A Negative Complaint Main Outcomes • Lack of interest from the suppliers. • Problems and lack of compromise in future negotiations. • The building of a bad reputation (for both sides). • High level of stress. • Unhappy people. • Felling of mistrust.
Slide 5: Effective Complaining Frame your Argument • At first, don't attack, explain. • There may have been an honest mistake or misunderstanding. • Don't put the other part on the defensive position prematurely.
Slide 6: Effective Complaining Propose a Resolution • It helps the seller resolve your problem if they understand what they might do to satisfy you. • For example, do you want a defective product fixed or do you want your money back?
Slide 7: Effective Complaining Show Respect • Chances are that the other part is honestly trying to help you. • Convey trust and you're more likely get a quick resolution and build an enduring relationship.
Slide 8: Effective Complaining Keep your Cool • If you don't, the other part may reasonably decide to hang up on you, or at least will be less inclined to help you.
Slide 9: Effective Complaining Escalate if Necessary • There is only so much that most salespeople are authorized to do. • If a seller's front-line representative cannot give you satisfaction, go over the representative's head.
Slide 10: Lico Reis Consultoria & Línguas Roberto Lico Reis Feel free to send us suggestions about new presentations, that can help you to face your life or professional challenges. www.licoreis.com licoreis@licoreis.com E-books: www.migre.me/oQ5 Linkedin: www.migre.me/1d9r Twitter: @licoreis