September 10, 2011

Making a Complaint

Prepare for the Call:
- Write down the facts
- Write down the solution you want

Make the Call:
- Speak calmly and be assertive
- Don't get personal - refer to the department / organization / system
- Stick to the facts
- State your desired solution
- Agree a solution - if necessary, follow it up in writing and chase it to a satisfactory solution

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