By Salman Alfarisi

Complaints, like appreciation, are an undeniable part in business. Sometime buyers find fault with the goods to use as an excuse to escape from their contracts, either because they no longer want the goods or because they have found that they can get goods cheaper elsewhere.

When you have a genuine complaint you may feel angry, but when you make the complaint in a formal statement, you must not show this, if only because the supplier may not actually be to blame. In order to build up a good relationship both buyers and suppliers should be tactful and restraint in dealing with it.

Genuine complaints are usually caused by the wrong goods being supplied, or the quality of goods may not be satisfactory. Besides that, complaint emerged the goods may have been delivered damaged, later than promised or the final price may be higher than previously agreed upon.

Making a Complaint

When you are making a complaint, express it with a regret statement to show why you felt the need to complain. Complete your complaint by mentioning the date of the order, the date of delivery and the exact goods you are making a complaint about. Give your reason for being dissatisfied and ask for an explanation. Tell your business partner that it has caused inconvenience and suggest how the matter should be put right or ask them how they will handle it.

As rules of thumb, when you have problem with your business counterpart, make a compliant at once. Don't delay it, because it will make the situation more difficult to rectify. Think tactfully as to how to ensure they will put the problem right and give them passion to do it with win-win solution. When your complaint is related to packaging, don't assume that they are to blame. Sometimes the goods being damaged or late may not cause by the supplier, but the delivery company. So they may have a perfectly good defense and be able to follow it up with their courier.

Confine your complaint to a statement of the facts - not your emotions, and include a polite enquiry as to what your business counterpart propose to do about it. You may or may not decide to suggest how the matter should be put right. Don't suggest how the mistake may have occurred however - their business practises are for them to address. The most important thing you should do is avoiding rudeness, because it may cause ill-feeling and result in your business partner being unwilling to help.

Dealing with a Complaint

When you in the position as person/business who is receiving the complaint from buyer, show restraint and be glad to hear a complaint for customer who is dissatisfied. There are three reasons why you should be glad to hear complaint from your customer.

First, the customer who is dissatisfied naturally wants to know why their goods are damaged or late. Listen their compliant rather than abandon them. The customer's compliant indicates that they trust your company or services enough to follow it up.

Second, by giving a customer an opportunity to complain, you have the chance to put things right and to preserve customer god will.

Third, through hearing your customer's complaint, it may suggest a way to improve your products or services.

These three reasons above follow the common held belief that the customer is always right. And it is certainly sound practice to assume that the customer may be right. If you cannot deal with a complaint promptly, acknowledge it at once - give the explanation that you are looking into it and that you will send a full reply as soon as possible. If you suggest the complaint is unreasonable, point this out politely and in an agreeable manner.

Otherwise, if you are to blame, admit it readily; express your regret and promise to put matters right. Don't try to excuse yourself by blaming your staff; you are, after all, are responsible for what they do.

Whether you choose to address the complaint or not, finish by thanking the customer for telling you about it.