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2.2 ARE YOU TALKING TO THE RIGHT PERSON? HOW TO COMPLAIN AND GET RESULTS
You
can waste a lot of time and energy talking to the wrong person. Before you launch into a
full explanation of your problem, make sure that the person you're dealing with has the
authority to resolve it.
Ask
them point blank: Are you the right person to deal with this or should I be talking to
someone else? And if not you then who is the right person and what is his or her title,
authority, and phone number?
Sometimes
you'll be shuffled around a number of times. I've often talked to four or five people
before reaching the right person.
Once
you do contact someone in authority explain the problem in detail. Take notes. Write down
any promises and dates when they "will get back to you." If they need something in writing
from you, then write down exactly what they require and when and exactly how it should be
addressed.
If
you cannot get satisfaction from this person, then start moving up the corporate ladder.
Everyone has a boss and you are within your rights to ask to speak to a
supervisor.
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