It’s all very well rabbiting on about South Africans needing to stop whinging and start being constructive about tackling poor customer service, but what is the best way to go about complaining about poor service? Here are some top tips from getclosure, who we are partnering for the Don’t Complain campaign.
Once you have established that you do indeed have a legitimate complaint, here’s how to tackle shoddy customer service without losing your cool, and still get a satisfactory outcome.
Raise the issue immediately – obviously first prize is to have your problem sorted out then and there. Free car hire on your next holiday is not the same has having the car you booked provided on time, clean and in good working condition.
Be clear on what the problem is and how you would like it to be fixed. “I asked for my steak to be medium rare, not well done, please would you replace it?” is far more productive than “Your restaurant is a disgrace and I’ll never eat here again!”
Stay calm. As frustrating as the situation may be, you are more likely to get a good response if you remain polite and assertive. Remember you are speaking to another person.
If the person you are talking to is unhelpful or seems unable to do anything about your request, ask to speak to someone more senior in the organisation. Unfortunately many companies still don’t empower their staff to quickly rectify complaints using their own initiative.
If you have the patience to deal with a call centre, take down the details of whom you spoke to, the time of the call, and a reference number. This will make follow-ups easier (and is useful info to include if you lodge a complaint on getclosure).
If you still don’t arrive at a satisfactory outcome, or can’t stand to deal with call centres 
, submit your complaint for free at getclosure and the online service will get the complaint to the appropriate person in the organization that can do something about it.
And join our campaign to raise customer service levels in South Africa – find out more here.
Similar Posts:
- Don’t complain – if you don’t want good service
- 10 reasons to encourage your customers to complain
- Don’t Complain … compliment!
- Add some muscle to your customer service complaints
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March 11th, 2010 at 8:27 am
I am NOT a soccer fan but went to the Bafana/Namibia game at the new Moses Madiba Stadium. I want to compliment from the Engineers to the un-skilled labourers who gave Durban the most magnificent stadium in the world! Only one complaint – the sound system is so bad that one cannot hear a word being said. The stadium staff were very helpful and polite and the police presence made everyone feel safe. After the game the traffic in Umgeni Road was a nightmare – any suggestions before the World Cup?
November 17th, 2010 at 9:15 am
Dear Sir?mam please forward my complain to the proper authority to protect my right asa tourist to this country and future tourism
To whom it may concern
From Dr Hammmam Kandil and family
Re : tyranny in Knysna Quay resort
waterfront drive knysna , 657
knysna, Western Cape
South Africa
+2744 382 5005
It started when we booked through our agent from Saudi Arabia four nights in what looked like a paradise world, but upon arrival on the 14th of November 2010, the reception tried to muscle a few extra rands (the currency in south), because we were 7 people and the villa accommodated 6 only , although 3 were children under age and they called MR keny as part of the intimidation and he didn’t back down till i showed him the reservation copy which clearly stated that we booked for 7 people(3 as children), the lady who checked us in to explain showed us the house and every thing showed us the fire place and we asked if we could use it she said yes (my wife and my daughter (20 years old) were present at that time)
any how we tried to the fire place with the coal inside it with no luck we bought wood but it didn’t let (fortunately).
the tyranny begins next day when keny called me and said that i was to blame for using the fire place and i could have brought the place on fire because there was propane pipes underneath it, when i tired to explain he started the intimidation and threats, he would say something that we are lying (we are respectable people in saudi i am a physician, my wife is a head mistress in a private school), he also said that he don’t care about us or our legal adviser ( in rude and errgant and racist method), and finally he threaten to through us out if we didn’t pay the 900 rands (imagine a prestigious place like that and all the threats made against a peaceful family with 3 children, off course after counselling with my agent he advised to pay, but my family didn’t sleep well we felt betrayed unjustly treated and terrorised with no chance to defended our self, where is the freedom in south africa, we are very surprise, this should not happen in south africa not in the 21st century.
yours
hammam kandil and family
south africa number 0828580239, 0828580047, 082370623 (till the 29th of november 2010
saudia arabia number is 009662504126122
Dr Hammam Kandil
DCH (IRL), DCH (EDN) CBAP, JBP, MRCP (UK)
Fellowship McGill, Montreal, QC Canada
Neonatologist
Pediatric Department
King Khalid National Guard Hospital
PO Box 9515 Jeddah 21423
Jeddah, Western region
Saudi Arabia
Dr Hammam Kandil
DCH (IRL), DCH (EDN) CBAP, JBP, MRCP (UK)
Fellowship McGill, Montreal, QC Canada
Neonatologist
Pediatric Department
King Khalid National Guard Hospital
PO Box 9515 Jeddah 21423
Jeddah, Western region
Saudi Arabia
March 27th, 2011 at 10:22 am
Please warn people of N- Tyre, a company that is cheating people . They have taken lots rands from me and now are being absolutely shady about a guranteed return.
They are supposed to be operating from Crestwood Park, corner. Richards and Le Roux streets in Midrand, south africa.
BEWARE!!!!!!!!!!!!!!!!!!!. Please publish this is whatever media possible
July 21st, 2011 at 11:37 am
glad to see your thoughts. I hope you keep up the good work.
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