How to Negotiate a Complaint, Part Two - Business Negotiation ...

Last week I made several points on how to negotiate a complaint. They were be polite, establish a relationship and figure out their interest or issues.? Here are a few additional points.

Have a clear idea of what you want and make it known.? It could be another room if the one you have is unsatisfactory, a seat on the airplane if you were bumped; or a replacement for a defective appliance rather than a repair.? Ask the other person for their help.? People usually want to help someone out if they ask for it.? They feel good and the other person shows their appreciation.

Keep records regarding your complaint.?? These should include receipts, notes of conversations, who you spoke to and the actions they took or said they would take.? If you are asked to do something keep a record of it, especially if yu want to be reimbursed for you costs.

Be persistent, but if you are not getting satisfaction ask for an alternative person to speak to.? For instance if a person keeps repeating that they cannot fix the problem, take them at their word and ask them who can or ask to speak to a supervisor.? Be aware that I have found that supervisors are often not available or are non-existent.? If this occurs get a promise for them to call you or get their number (see keeping records above).

Using the steps I have discussed, I got a year old, extremely noisy,?refrigerator replaced at no charge by General Electric.? (It sounded so loud that our housekeeper thought it was her husband using his pressure washer next door.)? We had the service repairman out to the house four times and he said he could not fix it if it was not making the noise when he was there.??? Since the noise was sporadic and not predictable, we asked him what could be done rather than what he could not do, he gave us the Customer Relations number (not customer service).? After a polite call and an outline of the service visits, we were notified that the refrigerator would be replaced.? Within a week, our new refrigerator was delivered and installed.

Finally, if you do get the complaint negotiated successfully, be sure and thank the person for their assistance and help.? It passes on the good feelings and makes the service person more receptive for the next person.

Source: http://businessnegotiationservices.com/how-to-negotiate-a-complaint-part-two/?utm_source=rss&utm_medium=rss&utm_campaign=how-to-negotiate-a-complaint-part-two

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