Learning to complain effectively will save you time, stress and money
In the Eir manual, among the trigger words that got the best of results included: 'I want to log a formal/official complaint'. Photograph: iStockAs part of their training, the people on the front lines of the telecom company’s customer care were given a list of words and phrases that would see complaints escalated while a separate list - of more commonly used words and phrases - was likely to see those complaints ignored or put on the longest of fingers.
Now, knowing these trigger words might not make any difference if you are making a complaint, but they might and it costs nothing to use them. It costs a lot - in terms of time, stress and cold hard cash if the complaints are allowed to go unaddressed.Last month the Competition and Consumer Protection Commission published a report titled Understanding Consumer Detriment in Ireland, in which it asked 4,500 consumers about the things that caused them stress or cost them money or time, in 2023.
Just over 10 per cent of people had issues resolved within a day, while a third reported getting satisfaction within a week, leaving two-thirds – or more than a million people – left waiting longer than a week to have problems addressed. One in 10 unfortunates said they were still dealing with serious issues over six months after they first contacted the seller.
As to how people might effectively complain, the spokeswoman suggested that if people are let down by a service or product, they should “start by making a formal complaint to the business in question. When making a complaint, consumers should always follow up in writing and keep all documentation such as receipts, pictures, and all correspondence with the business”.
Comreg Eir Consumer-Protection
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