How to handle yourself during customer service disputes

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Being on the wrong end of a bad customer service experience can be a stressful and frustrating ordeal that can make you look to the heavens and quietly ask yourself, ‘Why me?’ and wait patiently for an answer. It’s a situation that can get the best of us at times. 

That’s just human nature, and we get upset when we feel wronged or slighted. Our emotions run away with themselves, occasionally getting in the way of a satisfactory resolution. But it doesn’t mean there aren’t a few important things you can do to ensure you’re getting your point across without painting yourself as the villain of the story. 

There is an art to making your feelings known in a productive way, and will see you treated with respect and dignity. Sometimes it might require you to take the moral high ground and be the bigger person, but if you can stay cool, things will be cool. Let’s take a look at some low-drama ways of achieving that. 

Details, details, details

When the realisation has dawned on you that you’re on the verge of a customer service dilemma, it’s important to note the small things that might come in handy later. Before you say anything to anyone, take in the finer points of the experience if it’s a physical one. What’s the time? Where are you exactly? What is the nature of the problem you’re having? Did you keep the receipt? 

The easiest way to do this is usually on your phone, and taking pictures or video can be super helpful down the line if you’re asked to back up your claim with some kind of evidence. This approach works just as well if you have a dispute online. Screenshots are your friend. Keep any email or text message exchanges that are pertinent to your problem, and be sure to remember the names of anyone from the company with whom you’ve had previous conversations.

Always focus on the resolution

Sometimes it’ll feel like the company in question simply doesn’t care about what you’re going through. Almost as if it’s crossed the boundary between being a product problem and a personal one. Think about channeling those frustrations in a healthy way. 

Venting them to friends or on social media instead of the company itself can be very therapeutic because you know you’re being heard without being judged. It also allows you to be calmer when you’re in contact with the company and focus on getting the result and help you need. Your greatest strength in these types of situations is your ability to act with integrity, and it will make the process run far more smoothly. 

This is especially true when writing a review on, and by following a few easy steps, you can create one that gets the job done with your sanity and dignity intact. 

Know what you want to get out of it 

The hallmark of a successful complaint is knowing exactly what your happy ending looks like. Having a clear idea of what you want to achieve is vital to the process of having the issue resolved. 

Do you want a refund? An apology? Maybe you just want to know you’ve been heard. Whatever it is that you want out of the situation, state it early and clearly. Once the company knows what you want, they can start working towards a peace treaty that makes you happy. 

Communicating what it takes to heal the relationship is key to getting the right people involved and will ultimately determine how well everything goes. Writing a review is an excellent way to bring it to the attention of those who can help. Remember, you’re always welcome to get in touch with us on our social media channels to find out how best to approach these interactions.

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