How to Make a Complaint in English | 6 Simple Steps

Summary

In this video, Annemarie from Speak Confident English provides a comprehensive guide on how to effectively make complaints in English and get the desired results. She walks viewers through six essential steps, from managing emotions before complaining to clearly stating the result you want. Annemarie emphasizes the importance of clarity, politeness, and proper documentation while suggesting phrases and examples for different situations. By following these strategies, viewers can confidently navigate customer service issues and achieve positive outcomes with respect and professionalism.

Takeaways

• 😀 Vent your emotions first: Before making a complaint, release any negative feelings by writing them down or talking them through to ensure a calm and rational approach.
• 😀 Be clear about the result you want: Identify whether you want a refund, replacement, discount, or apology so that your complaint is focused on a realistic and appropriate goal.
• 😀 Support your complaint with evidence: Gather receipts, documents, or examples that back up your dissatisfaction to present a strong case.
• 😀 Complain to the right person: Ensure you're speaking to someone with the authority to resolve the issue, whether it's a manager, customer service representative, or supervisor.
• 😀 Be clear, succinct, and polite: Get to the point quickly while maintaining polite language and using modals (can, would) to make your requests more respectful.
• 😀 Use the sandwich method: Start with a positive statement, follow with your complaint, and end on an optimistic note to maintain goodwill and increase the likelihood of a positive resolution.
• 😀 Stay focused on the issue: Avoid unnecessary details and focus on the core problem to make your complaint clear and effective.
• 😀 Maintain professionalism: Even when frustrated, keep the tone respectful and professional to help the person you're complaining to feel more willing to assist you.
• 😀 Use polite questions instead of demands: Phrases like 'How can this be amended?' create a collaborative tone that encourages resolution.
• 😀 Practice and learn from others: Review examples of complaints shared by others to improve your own communication and adapt your strategies for different situations.

Q & A

Why is it important to vent your emotions before making a complaint?

Venting your emotions helps to release negative feelings such as frustration or anger before addressing the issue calmly and confidently. This ensures that your complaint is communicated in a more effective and positive manner, which can lead to a better resolution.

What should you consider when identifying the result you want from a complaint?

It's important to think about what would make you feel better about the situation, such as a refund, apology, or replacement. The result should be proportional to the issue you experienced, ensuring that your request is realistic and reasonable.

What does the phrase 'back up your complaint' mean?

To 'back up your complaint' means providing evidence or supporting documentation for your dissatisfaction, such as receipts, invoices, or clear examples of poor service or a defective product. This helps make your complaint more credible and easier to address.

Why is it important to complain to the right person?

Complaining to the right person ensures that your complaint is addressed quickly and effectively. The right person is usually someone with the authority to resolve the issue, such as a manager or a supervisor, rather than someone who may not have the power to take action.

What are some phrases to help identify the right person to speak to about a complaint?

You can use phrases like: 'Who do I need to talk to in order to resolve this situation?', 'Who has the authority to resolve this issue?', or 'I'm not satisfied with this situation; who can help me with this?' These questions help ensure you're speaking to someone who can actually assist with your complaint.

What does 'being clear, succinct, and polite' mean when making a complaint?

It means getting straight to the point with your complaint, providing the necessary details without unnecessary elaboration, and using polite language throughout the interaction. This approach helps to communicate the issue efficiently while maintaining a respectful tone.

Can you provide an example of a clear, succinct, and polite complaint?

One example could be: 'There's a problem with our room. I reserved a junior suite, but we've been given a double room. How can this be amended? We'd like to have the junior suite as we originally reserved and paid for.' This complaint directly addresses the issue while remaining polite and clear.

How does using modals contribute to the politeness of a complaint?

Using modals such as 'could,' 'would,' or 'can' in a complaint makes the language sound more polite and less demanding. For example, saying 'How can this be amended?' rather than 'Fix this!' helps maintain a respectful tone and increases the chances of a positive outcome.

What is the 'sandwich method' in the context of making complaints?

The 'sandwich method' involves starting with something positive (e.g., expressing appreciation or highlighting past positive experiences), followed by the complaint and relevant details, and then ending on an encouraging note, such as expressing confidence that the issue will be resolved. This method helps maintain goodwill and makes the complaint more constructive.

Why is maintaining goodwill important when making a complaint?

Maintaining goodwill is important because it helps create a cooperative and helpful atmosphere. When the person receiving the complaint feels respected and appreciated, they are more likely to be motivated to resolve the issue positively and promptly.