How to complain
Business Daily
BBC
4.4 • 816 Ratings
🗓️ 2 April 2021
⏱️ 18 minutes
🧾️ Download transcript
Summary
In this programme, Elizabeth Hotson looks at the art of demanding good service. From dealing with customer services to having conversations with chatbots, we’ll be giving some practical tips for getting what you want. Whilst some people love making their voices heard, Dr. Robin Kowalski, professor of psychology at Clemson University in South Carolina explains why some people’s personalities make complaining a nightmare. Meanwhile, Sabine Benoit, Professor of Marketing at Surrey Business School looks at the customer services conundrum inherent in many food delivery apps. Imogen Butler-Cole, a trainer in communications skills at RADA Business gives practical advice on how to prepare physically and psychologically for making a complaint and author Alison Edgar explains why effective complaining is all about adapting your approach to different situations. Producer: Elizabeth Hotson. (Picture of two people shouting, Credit: Getty Images).
Transcript
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| 0:00.0 | I'm Elizabeth Hotson and in today's Business Daily we're looking at how to complain. |
| 0:07.1 | We'll get some tips from experts in the art of demanding good service. |
| 0:11.4 | Just by asking good open questions, you actually get them to come up with the solution for you. |
| 0:17.2 | So it's a win-win for everybody. |
| 0:19.3 | And there's some practical techniques for those of us |
| 0:22.0 | who'd rather eat a cold plate of pasta than ruffle feathers by complaining about it. Any message |
| 0:28.0 | that someone has to deliver, specifically a message where the emotions might come in. A really |
| 0:34.5 | important thing that we can do is to regulate our breathing. |
| 0:38.4 | And we'll also hear why, in the modern era of apps and chatbots, |
| 0:42.5 | complaining isn't as easy as it used to be. |
| 0:45.3 | It's completely clear that there is more variation in the service delivery. |
| 0:50.4 | This is Business Daily from the BBC. |
| 1:08.5 | To whom it may concern? This is Business Daily from the BBC. Some people hate complaining. Others love the challenge of getting what they want. |
| 1:14.1 | Listeners outside the UK might be interested to know that the BBC used to dedicate an entire |
| 1:20.3 | programme to viewers complaining about the BBC. It was called Points of View and these examples are |
| 1:27.1 | from a very typical episode back in 1988, |
| 1:30.8 | starting with a complaint about the lack of sartorial elegance on a famous chat show. |
| 1:39.1 | Why does Terry Wogan interview scruffy individuals who turn up like unmade beds while he himself is always smart and immaculate |
| 1:45.6 | Shipwreck BBC 1 Saturday the 25th of June Clanger number one microphones popping up all over the screen |
| 1:52.6 | Planger number two the lady shipwrecked on the island said they'd been missing for 45 days later they listen to the radio and the newsreader announced they'd be missing for 35. |
| 2:02.6 | I'm very disappointed about the lack of heavy metal on television. |
| 2:05.6 | I think there should be at least one program devoted to heavy metal as lots of people feel the same way as me. |
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