I'm shite at doing it in person but I'm canny over the phone, probably 'cos I worked on the other end in call-centres for a good few years in my youth - I can almost always get a credit when something has gone wrong or an order is wrong/late etc, the easiest one I've found of late is when ordering online groceries if they send the stuff and it's almost all very close to going out of date (which it usually is) I'll ring up and say this/that or the other is missing from the order - if its not much they'll generally issue the credit there and then, which to me is a fair exchange.I am shite at it, the wife is very good and doesnt let go.
I wish the people who called me at work would follow this advice. Spot on. Too many people call in about bugger all. One person I spoke to a few months ago calls every month to complain about call changes to Germany from Spain, every month we tell her she's liable and every month she escalates to a manager. In my instance, she was complaining about 6p.Decent enough.Pick when it's worth complaining and decide what you want to achive from it.
I'm not very good at it because I don't give up, I challenge every nuance of whatever excuse or reason is being given, I'm like a dog with a bone, I get sarcastic, awkward and so extremely tenacious and difficult that the people I'm dealing with start to hate me so much they seem to want to make my life even more difficult.
I could characterise my approach as an attempt to be so awkward that they do what I need them to do in order to get rid of me, but really it just becomes an emotional experience and a challenge for me to get my way. It stresses the fuck out of me and I end up disliking myself. Having said that, sometimes it's funny.
Edit: I had a rather complicated and boring conveyancing difficulty years ago. It took me three years of complaining, presenting evidence, taking it to an ombudsman etc etc. In the end I got back what I was owed, free service and a compensation for my trouble. I also got a letter from the solicitor involved who apologised, thanked me for my courtesy and for helping him to realise that he needed to retire; so he had sold his business. So sometimes it works
In other words made a solicitors life hell for three years and drove him to the point where he thought “fuck this “ I don’t need this shit anymore.
Then posted about it on a message board years later as if he’d done him a favour.
I wish the people who called me at work would follow this advice. Spot on. Too many people call in about bugger all. One person I spoke to a few months ago calls every month to complain about call changes to Germany from Spain, every month we tell her she's liable and every month she escalates to a manager. In my instance, she was complaining about 6p.
I am good at complaining when things aren't right, but I'm always courteous and never take it out on "the face of the company", be that a waiter or some other poor bugger in a call centre. Being on the other end of it, I can confirm that polite, calm people get a much better result. If you are rude or aggressive, you're getting nothing from me. No time for it.
Nope. I fought for three years to correct the multiple mistakes and negligence that had placed me in the position of potential bankruptcy and homelessness. He ignored me, didn’t respond, declined to accede to valid requests, failed to respond to the first and second communications from the office for regulation of solicitors (or whatever they were called then), cost me thousands so I had to take out in loans, caused me to seek medical advice from my gp who placed me in medication... but when it was all done and dusted and - please get this very important bit - all my complaints had been upheld, he wrote, apologised (part of the regulators judgment) and told me that he’d realised he need to retire, had not been properly or fully professional or on his game and thanked me for being personally courteous throughout. The latter surprised me because my anger had been intense.
And suddenly I’m the villain.
Negotiation is a skill that can be learned but some people are better at it than others. Don’t just grab the phone and start.
Effective negotiation needs a plan and the approach depends on the circumstances.
Are you the aggrieved party, are you the organisation that is at fault etc.
The most important single factor in any negotiation is knowing where the power lies.
The outcome is normally decided in the power holders favour.
Don’t think that organisations automatically hold power. They may be terrified of adverse publicity - so you hold the power.
Last point - don’t state a grievance. State a remedy. What do you want to happen now - this works for both sides of the process.