*** Always get it in writing – it could save you hours of frustration…

*** You catch more bees with honey than you do with vinegar...

*** What’s your last resort... and more…

From the pen of Karin Iten

Dear Investment Academy Reader,

I don’t know about you, but I’m sick and tired of hearing people moan about poor service. The problem with this country is, in many respects, customer service is all but non-existent – and this is our fault!

You see, instead of complaining through the correct channels, we South African’s are famous for whining to family, friends, co-workers – even the poor lady at the checkout counter at our local supermarket – but many (if not most) of us NEVER complain to the right person. And that’s why so many companies get away with shoddy service.

The art of complaining correctly is just that, an art. How you go about logging a complaint can make all the difference in the world. And let’s face it, no one wants to draw a complaint out for months, you want to solve the problem now or you'll become you bitter.

So let’s change all that! Not only will your complaint be resolved quickly and without any fuss but, if we stand together, companies are bound to jack up their service. And, at the end of the day, this will benefit all of us.

4 tips for going about things the right way

Tip #1: Document the facts

ALWAYS complain in writing. Even if you’ve lodged your complaint in person or over the phone, back up your conversation with an email or letter outlining what was discussed.

This way, you’ll eliminate any misunderstanding and have proof of everything agreed upon or promised by the person you spoke to. Remember to get a reply stating that the person you spoke to agrees with what you’ve written. Doing this will help validate your claims if you have to take the matter up with a more senior member of the company.

Don’t forget to include the date and time you complained, your daytime phone number and related documents (like receipts, contracts or warranty agreements) if necessary. If you don’t include these, your “file” is likely to go to the bottom of the pile and stay there for good.

Tip#2: Be reasonable

It’s human nature to expect your complaint to be as important to the company as it is to you. The truth is, it probably won’t be. So be patient.

Even if you’re calling a customer service department, the agent you speak to may not be able to sort your problem out immediately. He/she may have to speak a superior in charge to sort out the problem. If the agent promises to call you back in the next hour, give them the time to do so. But, if you haven’t heard back in the next 90 minutes, you’re well within your rights to phone back and find out what’s happening.

Above all, always be polite and calm but remain firm. Be nice: You catch more bees with honey than you do with vinegar. Bear in mind, customer service agents may be instructed not to handle complaints from rude or offensive clients. Plus, they’ll be less likely to go “above and beyond the call of duty” to sort your problem out if you’re difficult to deal with.

Tip #3: Do your homework

You’d think it would go without saying but, if you want your complaint resolved, make sure you call the right company and have your facts straight. Get all your documents in order and list the questions you intend to ask the agent. This way, you'll know that all your issues will be addressed.

Tip #4: Tell the truth

Truth be told, in most versions of a story, the truth lies somewhere in the middle. Don’t exaggerate and don’t leave out any information that may be vital for the person to solve your complaint.

What’s your next step?

Once you’ve laid a complaint, follow up the process by:

* Providing additional information promptly if it’s requested
* Follow all directions and procedures to the “T” (you don’t want to be told you could've sorted this issue out in five minutes by filling out a simple form after you spent two months banging your head against a brick wall)
* Keep the company informed regarding any new developments in the situation

And, if that doesn’t work?

Don’t forget, there are various agencies that have been put in place for your protection. If talking to management or head office gets you nowhere, you can always talk to the respective ombudsman provided you have detailed records of your dealings with the company.

To log a complaint with an ombudsman you’ll need to:

* Lodge the complaint in writing
* Provide the agency with personal information (for example, the short-term insurance ombudsman  requires your policy number, contact details, a factual summary of your complaint, etc.)
* Keep the details of your complaint as short and factual as possible
* Hand over copies of supporting documents referring to your complaint, including correspondence with the company in question

Here are a few contact details to help you get in touch with the right people…

1)    Ombudsman for short-term insurance – phone 011 726 8900 or email info@osti.co.za
2)    Ombudsman for long-term insurance – phone 021 657 5000 or email info@ombud.co.za
3)    Ombudsman for financial service provider – phone 012 470 9080
4)    Ombudsman for banking services – phone 0861 662 837 or 011 383 0035
5)    Ombudsman for the motoring industry – email mi.ombudsman@netactive.co.za
6)    JSE surveillance department – phone 011 520 7000 email info@jse.co.za

If, after all this, you’d like to warn future clients about bad service, you can also log a complaint on hellopeter.com. This service is aimed at improving customer service and it allows companies to respond. (Just remember this isn’t a site for vicious slander so be don’t say anything that could come back to hurt you.) You can also log complaints on getclosure! – a site designed to assist suppliers and customers by providing an easy-to-use online complaint manager.

That’s all from me this week. Here’s hoping you won’t have to implement any of these tips soon but, if you do, at least you’ll be prepared.

Till next week, happy investing…

Karin Iten
For the Investment Academy