SHOUTING GETS YOU NOWHERE
Crack team of consumer experts help public with problems in new RTE series
CUSTOMERS who believe they have been wronged should not go in “all guns blazing” if they want complaints taken seriously a consumer expert has warned.
Instead, Siobhan Maguire says a charming, business-like approach works better, advising: “You catch more bees with honey than vinegar.”
The savvy Dubliner is one member of a new consumer crack squad manning desks at the The Complaints Bureau, a new eight-part RTE series.
Along with finance and consumer specialists Eoin Mcgee, Conor Pope and Amy Molloy, Maguire helps people solve consumer-related problems, from getting refunds on flights and canceling online dating subscriptions.
After 20 years at the coalface, covering consumer stories as a journalist and commentator, Maguire has plenty of tips on mastering the art of complaining well.
She said: “If you fire off an angry email, you’re not doing yourself any favours, being polite is key.
“If you start screaming at someone on the phone, you’re being threatening to staff trying to do their job.
“It could be your sister or friend on the end of the phone, you’re the tenth person to scream at them, they’re probably not being paid very well.
“You’re setting off alarm bells without giving the company their right to hear the problem.”
Instead, she urged people with an issue to stay calm, state facts clearly and escalate on a defined time scale, while always keeping a paper trail.
She added: “If you’re emailing and getting nowhere, I understand why you might want to pick up the phone and go all guns blazing but my advice would be restraint – keep the emotions low but get the point across.
“Enter into any discussions with the facts. The more information you have about why you feel wronged, the better chance you have of getting a resolution.” Complaining is something the Irish, notoriously reluctant to voice criticism of bad service, need to learn.
Maguire reckons Gen Z and younger millennials here are much better at complaining than their parents.
She said: “In our culture, we’ve been brought up not to be seen to complain, I think younger generations are being brought up more assertive. Those in the 20s and 30s now are more confident calling something out, on a social media platform, taking a stand.
“We’re getting much better at complaining, for sure people are bolder behind the keyboard.”
She shared her own approach, adding: “I would email someone about why I’m unhappy and include on it a deadline for a response, say five days.
“After five days, send the second email. Then a phone call and at that stage you can take it to the next level and seek out a complaints system to help you.”
But first, swot up on your rights at The Competition and Consumer Protection Commission or the Citizens Information websites.
Siobhan said: “It’s so important to know your rights. On the show, I’ve
dealt with people trying to get refunds for more than three years. I admire their patience but what I would have done if I was getting nowhere was go down the complaints route with the CCPC. If it cost me a lot of money and I didn’t receive it or it arrived broken, I can go to the small claims court.
“If a parcel arrives from an online retailer in bits, don’t take your anger out on the courier company.
“Your contract is still with the retailer, so your rights are with them. Go back to them, suppress the anger, explain what happened, tell them you’re unhappy and ask for it to be replaced or money refunded and you won’t be covering return postage.
“When you buy online you have the right to change your mind within 30 days under European consumer law. Being part of the EU means our rights are stronger than ever, there are lots
You can change your mind within 30 days SIOBHAN MAGUIRE ON INTERNET PURCHASES
of avenues open to us.” A recent CCPC survey revealed people complain most about phone companies, airlines and faulty goods.
Siobhan said: “They’re the top three but creeping up in the last year, complaints about properties, over rents going up, people being forced out of properties, but that’s outside of the consumer watchdog’s remit.”
Maguire also warned against logging complaints with chatbots on company websites.
She said: “Always seek out a direct company email, even where customer service is guiding you to a chatbot as you can get lost mixing up calls with chatbots and mixing up forums.
“If you email your facts in writing, and you know your rights and give the timeline of the issue, then you have a paper trail, which will cut out a lot of frustration.”
The Complaints Bureau starts tonight at 7pm on RTE One.