1Dedication
5452: Check what the company offers you is legally correct
2Foreword
5553: Don’t threaten anything outside of acceptable processes
31: Keeping calm
5654: Don’t keep on endlessly on Twitter!
42: Practice
5755: Do your research
53: Give compliments too
5856: Be forceful!
64: Improve your health by following these habits
5957: Be formal
75: Be polite!
6058: Don’t accept the first offer!
86: Write, don’t phone
6159: Don’t relinquish rights!
97: Start with the store manager or customer services
6260: Keep to your agreements
108: Know your legal rights!
6361: Have high standards for customer service
119: Keep evidence
6462: Don’t become a serial complainer
1210: Write well
6563: Have a positive mindset
1311: Have morals
6664: Don’t be afraid!
1412: Vent appropriately
6765: Bring loyalty into play
1513: Be realistic
6866: Use “redress”
1614: Be principled
6967: Don’t copy consumer people/organisations into tweets or emails
1715: Be assertive
7068: Don’t record phone calls
1816: Be honest
7169: Fight against the warranty argument
1917: Act quite quickly
7270: Have a figure in mind
2018: Use social media appropriately
7371: Go for the reputation
2119: Craft your tweet carefully
7472: Go for more than the legal minimum
2220: Make notes
7573: Challenge terms and conditions!
2321: Set the rules
7674: Give praise to staff who handled part of the complaint well
2422: Believe complaining effectively is not negative
7775: Be prepared to negotiate
2523: Point out helpful feedback
7876: Keep expectations high
2624: Don’t be opportunistic
7977: Persevere
2725: Be persistent!
8078: Don’t be sarcastic
2826: Take names in phone calls
8179: Be mindful of complaints procedures
2927: Make a log of your calls so you can follow up in writing
8280: Admit mistakes!
3028: Be methodical
8381: Keep a correspondence chain
3129: Don’t fabricate!
8482: Don’t whinge
3230: Write drafts
8583: Have a bank of good adjectives
3331: Get proof of receipt of the complaint
8684: Learn some key phrases
3432: Be confident
8785: Refuse to be called a professional complainer
3533: Be prepared
8886: Use appropriate writing formats
3634: Be succinct
8987: Be ready for the unexpected
3735: Don’t complain about subjective matters
9088: Don’t get involved in wasting time doing things the trader should be doing
3836: Be objective
9189: Don’t worry about the response
3937: Know what you want to achieve
9290: Take not getting what you want in your stride
4038: Be organised
9391: Differentiate complaints
4139: Rehearse
9492: Be creative at times
4240: Be brave about taking things further
9593: Prove your purchase
4341: Mean business
9694: Don’t be jealous
4442: Use hashtags sparingly!
9795: Stick to your guns
4543: Annotate conversations
9896: Beat poor systems and processes
4644: Don’t become extreme
9997: Blame the correct people/place
4745: Don’t apologise
10098: Be sensible
4846: Challenge misleading sales
10199: Have a sense of purpose
4947: Watch your language!
102100: Respond to offers
5048: Don’t exaggerate or push your luck
103101: Celebrate your success!
5149: Explain the impact
104Acknowledgements
5250: Make it simple for the company
105About the Author
5351: Put in the effort
