How to complain to a merchant

  When you went to a fast food restaurant, you didn’t expect that the fries you got were soft and cold, and it was obviously put on for a long time. At this time, the most common reactions of ordinary people are two. The first is to blame the product for a problem, such as: “These fries are cold and too unpalatable.” This reaction is called “I think”.
  The second kind is to accuse the clerk of dereliction of duty, for example: “Your shop has a problem, and this type of fries dare to sell.” This reaction is called “how do you.”
  Although these two reactions can vent the dissatisfaction, they may not solve the problem smoothly.
  If you use the “I think” argument, the focus of the debate will be on your personal feelings about the goods or services, and you have the obligation to demonstrate with others why your feelings are correct. Even the other party might insist that the fries are not wrong. Instead, they said: “Everyone thinks it’s okay, why is it so difficult for you?” As long as it is your “personal” feeling, there will be a situation of stalemate.
  If you use the “how do you” argument, the focus of the debate will be on the clerk. He will therefore take a defensive posture. Regardless of whether he can maintain professional politeness, at least you and him will essentially become opposing positions. This makes it more difficult to ask him to help you recover your losses.
  Therefore, a better way to complain is to avoid “I think” and “how do you”, and directly ask the other party: “What is your standard?”
  For example, in a restaurant, you can first ask: “What is the standard for the return of dishes according to your regulations?” In the bank lobby, you can first ask: “According to your regulations, when customers have questions, how can you avoid being caught by various parties? How about kicking the ball at the counter? ”
  Taking fries for example, the clerk might tell you that you can return as long as the customer is not satisfied. At this point, you can go on to say, “Then I have to tell you, I’m not satisfied with this fries, please help me change one.” In fact, almost all major companies deal with the problems that customers often encounter. There are corresponding provisions to resolve. Some restaurants are “unconditionally returned as long as you are not satisfied”, and some service windows have issued a clear “first-in-quest-responsibility system”, that is, the first person you ask is obliged to take you through the entire process and cannot take you Push to others.
  Of course, each store’s standards may be different, and the merchant’s statement and focus will be different. The key to human rights protection is to lock the focus of the debate on the standard of the business. This is their standard, not your feelings. Therefore, they will not come to argue with you whether your feelings are accurate. It is also because this is their company’s standard and not set by the clerk. Therefore, the clerk will not think of you. It is against him, he is more willing to discuss matters with you, and negotiate solutions with you.