The Importance of Being Troublesome

5 RULES OF CORRECT BEHAVIOUR WHEN FIGHTING FOR YOUR CUSTOMER’S RIGHTS 

There is a Russian proverb that says “Modesty glorifies a person”. There is also another proverb that says “Boldness is another name for happiness”. So, here comes the question – what do you need in your life – glory or happiness?

Fortunately, or not we are living in the age of massive consumption of goods and services. You are hardly given any choice. You need to consume in order to survive, and, sometimes… to have fun. However, the more you consume, the bigger is the probability to face an issue. Thus, every now and again you come across different kinds of problems: faulty goods, bad service, delays in delivery, etc. What do you do to sort it out?

Back in the days I thought it is enough to be polite and welcome. I thought that patience and correct attitude could solve any issue. In my letters I was being very eloquent and nice, trying not to hurt pure feelings of the recipient. If I had a problem I tried to contact the responsible person as less as possible, not to take any additional minute of his/her precious time. But, then I took off my rose glasses and realised that my behaviour could be called nothing else but foolish. My experience in the customer world has taught me a number of important lessons. And, here I am to share it with you.

Rule N’1: If you don’t scream, you do not exist

The most important thing you should know that if you have faced a problem, nobody will know about it until you complain. If you buy a product and it breaks down, it will be only your responsibility to inform relevant people. Don’t be afraid to send them a letter, and do it as quickly as possible to receive maximum benefits for your loss.

Rule N’2: Learn how to write good complaints

There are plenty of relevant templates in the Internet. Sometimes you can even find legal advice and exact laws which correspond to your case. This is always extremely effective, and guarantees immediate response.

Rule N’3: Until you give them kick in the ass nobody will move

After you have informed the responsible person about your problem it might take ages before they decide to handle your case. Don’t allow it to happen. You are the interested side. Forget the “non-disturbance” kind of behaviour. If you have a problem try to contact the relevant person as much as possible every time specifying how important you are. Do not hesitate to remind about yourself three, four or thousand times.

Rule N’4: Don’t give them extra time

You think they have thousands of complaints similar to yours? That’s right. Remember: “When one person dies it’s a tragedy. When many people die it’s a statistics.” Nobody is treating you like a person there. They are treating you like another “case”. There are roughly two types of cases: normal cases that could be delayed, and troublesome cases that have the highest priority. Which one do you prefer to be?

I'm sweet

Rule N’5: Don’t try to be Mr/Mrs Nice

You might think it’s important to make a good impression on the person behind the till. While generally politeness is always a good idea sometimes, your obsessive desire to be liked might go against your own interests. No need to shout or swear. Be firm and confident. What if he/she doesn’t like you? Well, it’s not your problem. You are not making friends with this person and not raising kids with him. You are here to defend your rights.

The rules enlisted above are just the basics. There are so much more important tips and tricks that we can and need to share with each other in order to be knowledgeable and strong.

If you’ve got anything else to say, advice, or share your experience, please feel free to do it in the comments below.

“Cat … Sim… Eu não gosto de …” by Ana_Cotta on Flickr (via Sprixi). Licenced under a Creative Commons Attribution licence.

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