ARE YOU TALKING TO THE RIGHT PERSON?
How to Complain and Get Results
Effective complaining - resolving complaints.
How to state what you want and get a refund, exchange or credit. Step-by-step explanation of who to talk to, what to say, what to write. Many examples of successful complaint resolutions.
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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.