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(WTOP)   Three tips on how to be a better complainer. Three? Jesus, how much time do you think I have to read articles online? Couldn't you have slimmed it down to two?   (wtop.com) divider line
    More: Interesting, Editor Janet Bodnar, Complaint, Pleading, Service of process, Federal Rules of Civil Procedure, emotionally charged language, customer service manager, small claims court  
•       •       •

3285 clicks; posted to Main » on 24 Mar 2018 at 12:40 PM (6 years ago)   |   Favorite    |   share:  Copy Link



50 Comments     (+0 »)
View Voting Results: Smartest and Funniest
 
Circusdog320 [TotalFark] [OhFark]  
Smartest (0)   Funniest (16)  
2018-03-24 8:58:01 AM  
All you need to do is scream: DO YOU KNOW WHO I AM?? It works great with cops, restaurant staffs and flight attendants..

You're welcome!
 
2018-03-24 9:08:43 AM  
Step 1: The world was created for you.
Step 2: ???
Step 3: Gripe.
 
RJReves  
Smartest (1)   Funniest (14)  
2018-03-24 9:16:02 AM  
I never complain.

I just point out how and why people are in error and offer constructive criticism that is undoubtedly appreciated.
 
Unobtanium [TotalFark] [OhFark]  
Smartest (8)   Funniest (6)  
2018-03-24 9:17:52 AM  
i.ytimg.comView Full Size
 
2018-03-24 9:38:05 AM  
I had an issue with a car dealership a few years ago.

I spoke with the manager several times and wasn't really getting anywhere with him.

I found that a thinly veiled threat of "Gee.. I'm surprised that you're not addressing my problem. Before I purchased here, I did a lot of research on social media and most of your reviews were pretty positive."

The next day he called and asked "What would you like us to do?"
 
vudukungfu [TotalFark] [OhFark]  
Smartest (0)   Funniest (0)  
2018-03-24 9:38:08 AM  

Unobtanium: [i.ytimg.com image 480x360]


Beat me to it.
 
2018-03-24 9:43:59 AM  
I had to scroll down 6 lameass posts just to be able to post something myself. Thanks!
 
Naido [TotalFark]  
Smartest (0)   Funniest (7)  
2018-03-24 9:47:35 AM  
Fark user imageView Full Size
 
RJReves  
Smartest (0)   Funniest (3)  
2018-03-24 9:57:44 AM  

Pazuzu Smith-Jones: I had to scroll down 6 lameass posts just to be able to post something myself. Thanks!


Only 2 of the 6 were lame. Perhaps you should try to arrive earlier?
 
2018-03-24 10:17:49 AM  
I've had it up to here ( hand at eye level ) with all you whiners complaining about, I guess what we're calling this lameass thread....DO YOU KNOW WHO I AM!
 
2018-03-24 10:18:53 AM  

Circusdog320: I've had it up to here ( hand at eye level ) with all you whiners complaining about, I guess what we're calling this lameass thread....DO YOU KNOW WHO I AM!


YOU CAN'T TALK TO ME LIKE THAT!

I WANT TO SEE YOUR MANAGER!
 
edmo [TotalFark] [OhFark]  
Smartest (7)   Funniest (0)  
2018-03-24 10:56:49 AM  

Eddie Adams from Torrance: I had an issue with a car dealership a few years ago.

I spoke with the manager several times and wasn't really getting anywhere with him.

I found that a thinly veiled threat of "Gee.. I'm surprised that you're not addressing my problem. Before I purchased here, I did a lot of research on social media and most of your reviews were pretty positive."

The next day he called and asked "What would you like us to do?"


Bingo.

Do you want to be a better complainer or achieve a better result? TFA is a whiners dream guide. Instead, tell them what's wrong AND what you want done to right the wrong. Knowing that, a constructive solution can be pursued.

Otherwise, you're just standing there biatching.
 
Winterlight [TotalFark]  
Smartest (3)   Funniest (12)  
2018-03-24 11:05:15 AM  

edmo: Instead, tell them what's wrong AND what you want done to right the wrong. Knowing that, a constructive solution can be pursued.


DING! DING! DING! We have a winnuh!

Last problem I had with a business, I politely explained the problem, and said I would be happy with a simple solution. The manager agreed and we all parted on good terms. Of course, the key thing is to be both polite and firm.

Circusdog320: DO YOU KNOW WHO I AM?


Best response I ever heard to that was a security guard who called for a medical team, since the person was obviously suffering from temporary amnesia and didn't know who they were.
 
2018-03-24 11:13:51 AM  

RJReves: Pazuzu Smith-Jones: I had to scroll down 6 lameass posts just to be able to post something myself. Thanks!

Only 2 of the 6 were lame. Perhaps you should try to arrive earlier?


I'm really tired of people responding to my posts with lameass responses.
 
RJReves  
Smartest (0)   Funniest (3)  
2018-03-24 11:22:55 AM  

Pazuzu Smith-Jones: RJReves: Pazuzu Smith-Jones: I had to scroll down 6 lameass posts just to be able to post something myself. Thanks!

Only 2 of the 6 were lame. Perhaps you should try to arrive earlier?

I'm really tired of people responding to my posts with lameass responses.


Wah wah wah

Here's a quarter. Buy a pair.
 
2018-03-24 11:32:48 AM  

RJReves: Pazuzu Smith-Jones: RJReves: Pazuzu Smith-Jones: I had to scroll down 6 lameass posts just to be able to post something myself. Thanks!

Only 2 of the 6 were lame. Perhaps you should try to arrive earlier?

I'm really tired of people responding to my posts with lameass responses.

Wah wah wah

Here's a quarter. Buy a pair.


Why can't I get a pair for free? And delivered????
 
RJReves  
Smartest (0)   Funniest (2)  
2018-03-24 11:36:53 AM  

Pazuzu Smith-Jones: RJReves: Pazuzu Smith-Jones: RJReves: Pazuzu Smith-Jones: I had to scroll down 6 lameass posts just to be able to post something myself. Thanks!

Only 2 of the 6 were lame. Perhaps you should try to arrive earlier?

I'm really tired of people responding to my posts with lameass responses.

Wah wah wah

Here's a quarter. Buy a pair.

Why can't I get a pair for free? And delivered????


Oh, now you want "free handling" too. Jesus. People.
 
12349876  
Smartest (0)   Funniest (3)  
2018-03-24 12:46:56 PM  
i.ytimg.comView Full Size
 
Hey Nurse! [OhFark]  
Smartest (12)   Funniest (0)  
2018-03-24 12:47:30 PM  
You know how usually a manager or above will kiss any ass presented to them and make you look stupid for the smallest of complaints?  We have a frequent flyer at our hospital that whines constantly about temperature of food, amount of ice in the cup, quality of sheets - the list is endless.  She's on the call light every 10 minutes.  We all collective despise this woman.  We got a new Director of Nursing.  One of her many complaints made it all the way to her.  She walked in, told the woman "this is a hospital, not a hotel" and walked back out.  To this day, that Director has our undying loyalty.
 
2018-03-24 12:53:11 PM  
Be calm
Have your argument ready ahead of time so you don't fumble it
Use logical reasoning and speak clearly and slowly
Explain both the problem and one or more acceptable solutions
Don't accept "we'll look into it as a response", ask for concrete actions
If it's important enough, document everything and let all parties know you are creating a record
Expect to ultimately be frustrated anyway
 
datfark  
Smartest (0)   Funniest (0)  
2018-03-24 12:54:19 PM  
Just three? Not good enough
 
2018-03-24 1:01:26 PM  

Circusdog320: All you need to do is scream: DO YOU KNOW WHO I AM?? It works great with cops, restaurant staffs and flight attendants..

You're welcome!


Fark user imageView Full Size
 
2018-03-24 1:06:54 PM  
Fark user imageView Full Size

Kinda like those employer/company "surveys".
"let us know what we can do better", etc.
WHY? YOU HAVEN'T LISTENED FOR THE LAST 15 YEARS!
 
2018-03-24 1:07:48 PM  
At work I try not to complain about something unless I have a potential solution or can at least articulate exactly what the problem is.

In life I never complain at stores, it's just not worth it and having been on the receiving end of customer complaints I can't bring myself to be an asshole or obvious scammer, "I demand compensation!" The other day I was so angry about an experience I had with a store that was supposed to give me a refund remotely, but screwed it up that I was fuming as I walked into the store to fix it. For the first time ever I said, "I want to speak to a manager!" The girl asked why and ignored my manager request and she fixed my problem. All the while I'm saying, "I'm so mad about this." and "I'm really annoyed that I had to come all the way in here to fix this." She apologized and was polite and fixed my problem, I couldn't bring myself to say anything implying I wanted to be reimbursed for my travel or inconvenience.
 
slackananda  
Smartest (12)   Funniest (0)  
2018-03-24 1:13:12 PM  
Call center rep here. My advice is don't let "I have a complaint" be the first thing out of your mouth. In fact, the whole premise of TFA is wrong. Headline is "Want to resolve issues? Learn to complain better" when it should be "Want to resolve issues? Learn to communicate them effectively."

Complaining is pointless. Saying you want to complain is basically a signal that you're going to gripe about a problem that can't be resolved and waste a lot of time. Don't like long hold times? Nobody does. Management knows that too and they're always working to fix that. It's not my fault they don't choose to pay $5 an hour more to reduce attrition of experienced reps and there's nothing that I or my supervisor can do about that for you today. Basically, complaining is just a way for callers to vent and I can stay on the phone and say, "I'm so sorry" as long as I need to.

Other than the premise set by the headline, TFA is pretty good.

1) Be polite
This is very important. Depending on the type of contact center you are contacting, a rep may have a huge amount of discretion in what they choose to do for you. If you're asking for a refund after the guarantee has expired, being a jerk about it will lead to policy adherence. "I'm sorry, it's past the time this order is eligible for a refund." I can't get in trouble for that. If a caller is non-confrontational and can provide some sort of basis for their request I can make an exception, and I won't get in trouble for that either. Being totally real here, I have to take a lot of abuse and hostility without being able to respond in kind. Denying an asshole caller their demands is its own sort of pleasure. Being a bully is no way to get results. The only way it ever does is after hours of going up the chain until a supervisor just decides to give you what you want because talking to you is an endless waste of time. That approach may work, but leaves two or three people in your wake thinking, "That's one of the all time biggest assholes in history" but maybe they don't care about that. Personally, I would rather people not think that of me, even anonymous strangers. (insert Fark commentary here....)

2) Be patient
This is very important. If you've spent a lot of time talking to other people without resolution, that doesn't mean I don't have to understand the problem before helping with a solution. Also, I can't pass your problem on to a supervisor without first understanding it. "I want to talk to a supervisor" is not as bad of a way to start a conversation as "I have a complaint" but it's right up there. If I have to pass too many calls to a supervisor it means I'm not doing my job. Starting with the request for a supervisor is insulting. It basically says to the rep, "You're a peon, let me talk to someone who matters." It creates a lack of motivation to help the caller, especially if well-protected by policy adherence. I can't emphasize this enough. Companies have policies. Employees don't get in trouble for following policies. If you want someone to make an exception to a policy you can't get that by being an asshole about it. Patience also ties in with the next point, persistence. If you want or need to talk to a supervisor, they might not be available right away. You might have to hold a very long time if you insist on waiting, or it may be a day or two to receive a callback. If there's a lot of history to review, a supervisor may need time to look it over before making a decision.

3) Be persistent
Sometimes only a supervisor can help. That is why supervisors are available to take calls, or call back. Wanting to talk to a supervisor is not in itself insulting, just understand the rep has to have a reason to assist with that request. If you want the supervisor to be on your side, get the rep on your side. Sometimes people are asking for something beyond my power to grant, but I might say to the supervisor "This is what they want, it's reasonable, I'd do it." The supervisor comes on the line and says, "slackananda told me everything that's going on, and I looked into the notes and I see what you mean, so I'll do this thing you're asking for." Sometimes talking to a supervisor is just a formality because there has to be some sort of line drawn. Reps can't just give away the farm because a customer is upset. Going up the chain is a deliberate set of hurdles and if you go through them with good reason there can be a reward there.
 
2018-03-24 1:15:18 PM  

Hey Nurse!: You know how usually a manager or above will kiss any ass presented to them and make you look stupid for the smallest of complaints?  We have a frequent flyer at our hospital that whines constantly about temperature of food, amount of ice in the cup, quality of sheets - the list is endless.  She's on the call light every 10 minutes.  We all collective despise this woman.  We got a new Director of Nursing.  One of her many complaints made it all the way to her.  She walked in, told the woman "this is a hospital, not a hotel" and walked back out.  To this day, that Director has our undying loyalty.


That's how my mother was as a patient and I've said that to her before (that she wasn't at a hotel). Worst part? She was a nurse. I think she usually got a bit better once she was there a few days and got to know the nurses a bit and wasn't in so much discomfort from the reason she was there in the first place.
 
RJReves  
Smartest (2)   Funniest (0)  
2018-03-24 1:19:04 PM  
The last time I "complained" wasn't even really a complaint.

I had purchased a Stauffer's meal (Mac n cheese with broccoli) and the package had damn near no Mac. Broccoli, yes. Cheese sauce, yes. Very scanty noodles. I called, simply to let them know about a bad batch. I was polite, cordial, good natured and semi humorous.

I got mailed coupons for 3 freebies and additional money off coupons.
 
morg  
Smartest (0)   Funniest (5)  
2018-03-24 1:24:23 PM  

Eddie Adams from Torrance: Circusdog320: I've had it up to here ( hand at eye level ) with all you whiners complaining about, I guess what we're calling this lameass thread....DO YOU KNOW WHO I AM!

YOU CAN'T TALK TO ME LIKE THAT!

I WANT TO SEE YOUR MANAGER!


I like to toss out a MY TAXES PAY YOUR SALARY regardless of whether it's appropriate or not.
 
skinink [OhFark]  
Smartest (0)   Funniest (0)  
2018-03-24 1:35:01 PM  
I've found that during off an email to the person in corporate is the best way to let them know that there is a problem and to get some sort out resolution, and not always what you may want but what is appropriate. I've found it hit or miss that an on site manager can resolve an issue.
 
2018-03-24 1:50:47 PM  

slackananda: Call center rep here.


tl;dr
 
2018-03-24 1:53:58 PM  

Eddie Adams from Torrance: slackananda: Call center rep here.

tl;dr


I should have included one, you're right.

TL;DR: Don't be a dick when asking for help.
 
LewDux [OhFark]  
Smartest (0)   Funniest (0)  
2018-03-24 1:55:19 PM  
Bjork - Army Of Me feat. Skunk Anansie (HQ Sucker Punch Version)
Youtube El4wAdz0zGw

https://www.youtube.com/watch?v=fumviE7g7qk
 
2018-03-24 2:09:50 PM  
Fark user imageView Full Size
 
Monkey  
Smartest (1)   Funniest (0)  
2018-03-24 2:32:32 PM  

slackananda: Call center rep here. My advice is don't let "I have a complaint" be the first thing out of your mouth. In fact, the whole premise of TFA is wrong. Headline is "Want to resolve issues? Learn to complain better" when it should be "Want to resolve issues? Learn to communicate them effectively."

Complaining is pointless. Saying you want to complain is basically a signal that you're going to gripe about a problem that can't be resolved and waste a lot of time. Don't like long hold times? Nobody does. Management knows that too and they're always working to fix that. It's not my fault they don't choose to pay $5 an hour more to reduce attrition of experienced reps and there's nothing that I or my supervisor can do about that for you today. Basically, complaining is just a way for callers to vent and I can stay on the phone and say, "I'm so sorry" as long as I need to.

Other than the premise set by the headline, TFA is pretty good.

1) Be polite
This is very important. Depending on the type of contact center you are contacting, a rep may have a huge amount of discretion in what they choose to do for you. If you're asking for a refund after the guarantee has expired, being a jerk about it will lead to policy adherence. "I'm sorry, it's past the time this order is eligible for a refund." I can't get in trouble for that. If a caller is non-confrontational and can provide some sort of basis for their request I can make an exception, and I won't get in trouble for that either. Being totally real here, I have to take a lot of abuse and hostility without being able to respond in kind. Denying an asshole caller their demands is its own sort of pleasure. Being a bully is no way to get results. The only way it ever does is after hours of going up the chain until a supervisor just decides to give you what you want because talking to you is an endless waste of time. That approach may work, but leaves two or three people in your wake thinking, "That's one of the all time biggest assholes in history" but maybe they don't care about that. Personally, I would rather people not think that of me, even anonymous strangers. (insert Fark commentary here....)

2) Be patient
This is very important. If you've spent a lot of time talking to other people without resolution, that doesn't mean I don't have to understand the problem before helping with a solution. Also, I can't pass your problem on to a supervisor without first understanding it. "I want to talk to a supervisor" is not as bad of a way to start a conversation as "I have a complaint" but it's right up there. If I have to pass too many calls to a supervisor it means I'm not doing my job. Starting with the request for a supervisor is insulting. It basically says to the rep, "You're a peon, let me talk to someone who matters." It creates a lack of motivation to help the caller, especially if well-protected by policy adherence. I can't emphasize this enough. Companies have policies. Employees don't get in trouble for following policies. If you want someone to make an exception to a policy you can't get that by being an asshole about it. Patience also ties in with the next point, persistence. If you want or need to talk to a supervisor, they might not be available right away. You might have to hold a very long time if you insist on waiting, or it may be a day or two to receive a callback. If there's a lot of history to review, a supervisor may need time to look it over before making a decision.

3) Be persistent
Sometimes only a supervisor can help. That is why supervisors are available to take calls, or call back. Wanting to talk to a supervisor is not in itself insulting, just understand the rep has to have a reason to assist with that request. If you want the supervisor to be on your side, get the rep on your side. Sometimes people are asking for something beyond my power to grant, but I might say to the supervisor "This is what they want, it's reasonable, I'd do it." The supervisor comes on the line and says, "slackananda told me everything that's going on, and I looked into the notes and I see what you mean, so I'll do this thing you're asking for." Sometimes talking to a supervisor is just a formality because there has to be some sort of line drawn. Reps can't just give away the farm because a customer is upset. Going up the chain is a deliberate set of hurdles and if you go through them with good reason there can be a reward there.


Question:
I make it a point to address any customer service rep by name at their beginning of our conversation and thank them by name at the end (I usually write down their name). Does this make an impression?
Also, sometimes it's hard not to get frustrated or angry, but I always make it clear that my anger is not directed at the person I'm speaking to (unless that person is actually the problem-which is very rare).
 
WTFDYW [TotalFark]  
Smartest (0)   Funniest (0)  
2018-03-24 2:49:07 PM  

Eddie Adams from Torrance: slackananda: Call center rep here.

tl;dr


Shame on YOU.
 
Tatertoot  
Smartest (0)   Funniest (1)  
2018-03-24 3:04:45 PM  
Don't be afraid to mix things up.  For some old school flavor, try peppering your conversation-with-the-manager with eye rolls and heaving sighs, peeved teenager style.
 
arcgear  
Smartest (0)   Funniest (0)  
2018-03-24 3:59:55 PM  
Most people can't tell their ass from their elbow when complaining.  They mostly want to stop feeling bad, yet have no idea how or why they are.

Case in point: most people can't even answer a simple logic sequence of "how did this happen?" And "what should best be done here"

If one is to complain, be prepared to offer a solution or suggestion.
 
Billy Liar  
Smartest (0)   Funniest (1)  
2018-03-24 4:09:42 PM  

Tatertoot: Don't be afraid to mix things up.  For some old school flavor, try peppering your conversation-with-the-manager with eye rolls and heaving sighs, peeved teenager style.


George Costanza - twix rage part 1
Youtube 7QM-VqkxIEQ
 
2018-03-24 4:18:21 PM  

Monkey: Question:
I make it a point to address any customer service rep by name at their beginning of our conversation and thank them by name at the end (I usually write down their name). Does this make an impression?
Also, sometimes it's hard not to get frustrated or angry, but I always make it clear that my anger is not directed at the person I'm speaking to (unless that person is actually the problem-which is very rare).


Honestly, using my name or not doesn't make much of an impression one way or another. Maybe at the end of a long call, if the caller has been good to work with and they use my name I can appreciate the personal touch. I'm pretty matter of fact generally and I accept that I'm sort of a human talking machine. I wouldn't say it's dehumanizing, but it can be. I take a sort of metaphysical approach to it, putting my ego aside as much as possible.

It definitely doesn't hurt to use a rep's name, and it is a good habit to jot down the name at the beginning of the call. It can be helpful to you if you have to reference the conversation later.

As for whether or not a caller is angry with me personally, that's pretty easy to tell. I don't think it's really necessary to say so unless you feel you got carried away. In other words, "I'm not mad at you personally" is part of an apology and isn't needed if there's nothing to apologize for. I get that people are mad. I would be too in a lot of the same circumstances. If I had the power to do so, I would change certain practices to prevent some of those things from happening at all. Someone being mad doesn't bother me at all, in and of itself. Being upset and being an asshole are completely different things.
 
nanim  
Smartest (4)   Funniest (4)  
2018-03-24 4:22:36 PM  

slackananda: Being upset and being an asshole are completely different things.
---


^^^This. In fact, this bears repeating:
ingunowners.comView Full Size
 
2018-03-24 5:06:04 PM  
Fark user imageView Full Size
 
ElwoodCuse  
Smartest (0)   Funniest (0)  
2018-03-24 5:08:56 PM  
I WAS TOLD BY APPLE CARE
 
ComaToast [OhFark]  
Smartest (0)   Funniest (3)  
2018-03-24 5:12:26 PM  
Most Farkers don't need this kind of article. Like me, they come here to celebrate the inherent  fairness and goodness of life, and have found a diverse community working to make the world a better place. This article was obviously written by one of those selfish lazy whining maggot Millennial attention whores, who ... oh.

OK maybe I should read the article.
 
2018-03-24 5:58:13 PM  
Maybe I don't want "results".
Maybe I just want to pitch a spaz in the showroom (everyone needs a hobby).
 
2018-03-24 6:20:44 PM  

Porous Horace: Maybe I don't want "results".
Maybe I just want to pitch a spaz in the showroom (everyone needs a hobby).


Don't forget these phrases:
"I'm a VERY good customer here."
"I don't have my receipt."
"I'm going to call your head office!"
"I'm going to call my lawyer."

And don't forget to name drop. Claim to be neighbours with or golf with the company president/CEO.
Just to make things more difficult on everyone, try to return an item that is several years old that is, of course, faulty. And always has been.
 
2018-03-24 7:01:21 PM  
Fark user imageView Full Size
 
Nidiot  
Smartest (0)   Funniest (0)  
2018-03-24 7:28:03 PM  

Porous Horace: Maybe I don't want "results".
Maybe I just want to pitch a spaz in the showroom (everyone needs a hobby).


Here's a man who understands how to enjoy the simple pleasures in life.
 
gregscott  
Smartest (2)   Funniest (0)  
2018-03-24 7:31:17 PM  
Most people don't need help on complaining. How to negotiate effectively is another matter.
 
Nogale  
Smartest (0)   Funniest (0)  
2018-03-25 1:31:28 AM  
It's true. If you go to through the proper channels (not social media) and express yourself in a businesslike manner, you'll likely get results.

I bought a wallet from a reputable firm that fell apart within months. I contacted customer service and got an apology and an invitation to select a replacement of my choice.

My husband and I got absolutely wretched service at a restaurant one time. I e-mailed the manager and got an apology and an offer of a meal on the house.

In one or two instances when businesses were in violation of the law (refusing to honor warranties), I've filed complaints with the local Better Business Bureau. It took some time, but the issues were resolved in my favor.

But people have gotten so used to venting their spleen on social media, which gives them instant gratification but no solution, that they don't have the patience to do what it takes to get the company to respond. Why would a business help you if you've already trashed them on social media?
 
2018-03-25 3:27:06 AM  

RJReves: The last time I "complained" wasn't even really a complaint.

I had purchased a Stauffer's meal (Mac n cheese with broccoli) and the package had damn near no Mac. Broccoli, yes. Cheese sauce, yes. Very scanty noodles. I called, simply to let them know about a bad batch. I was polite, cordial, good natured and semi humorous.

I got mailed coupons for 3 freebies and additional money off coupons.


I love it when my girlfriend dresses in scanty noodles and cheese sauce.
 
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