365 STEPS TO SELF-CONFIDENCE
When complaining:■ Complain to the right person, one who has the authority to put
things right.
■ State what you want clearly. Don’t be embarrassed.
■ Stay calm and in control. Don’t make idle threats.
■ Ask for the names of the people to whom you complain.333Sometimes it is better to ask for information or make a suggestion
rather than make an outright demand. For example, try these:■ ‘What would it take for you to (state your requirement)?’
■ ‘What do you normally do in these circumstances?’
■ ‘May I make a suggestion. Why don’t you...?’
■ ‘What do I have to do to qualify for a refund?’Once you know their rules and procedures, you can use them to your
advantage.334If your request or complaint is refused, calmly repeat it as many times
as necessary, without losing sight of what you want. Try:■ ‘You may not have heard me but...’
■ ‘Please listen while I say it again...’
■ ‘But the point is...’
■ ‘I realise that... but I still want...’If you still don’t get what you want, learn from the experience and try a
different approach next time.335Be gracious. When you’ve got what you want, say ‘thank you’ to
everyone concerned.336