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or regulated forms of advice, nor do they necessarily reflect the opinions of
instructors or other persons associated with the corporation. All rights
reserved © 1999 Corporate Training Partners, Inc.
Why bother to complain about
poor service?
Q. I recently had an experience at the service counter
of an organization that advertises great service and love for the
customer.
The counter people were rude, slow, unhelpful, and more
interested in talking with each other than doing anything for
customers. Their contempt for the customer came across loud and clear.
Also, in their filthy restroom was a sign that said
"We care about the cleanliness of this room!"
I want to
write a letter to that organization but I'm wondering if anyone
reads and heeds those kinds of letters.
A. The number-one reason most people don't complain is
that they think, "It won't do any good, so why bother?"
In our experience, complaint letters DO get attention.
For best
results, do a little research and send your letter to specific
names or titles in the organization. To be taken most seriously,
proofread your letter carefully so that it looks literate and
presentable.
Avoid any sarcasm, insults, exaggeration,
vulgarities, or abusive language. State objectively what happened
and how disappointed you were.
Comment that it seems bad service
would be bad for their organization and vice-versa. Ask what they
will do to improve supervision and training; the root cause is
NOT with the clerks at the counter!
Request a specific reply.
Many organizations will respond, and you will have actually done
them a favor!
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