The subject of trigger words gained notable attention recently following a Dublin District Court revelation. It emerged that Eir, a telecommunication firm, relied on key words to manage customer complaints. Their frontline staff received a guide including certain words or phrases, upon hearing which, a complaint would be escalated. Another set, composed of common words and phrases, would often result in complaints being overlooked or dealt with much later.
The Eir handbook indicated that some phrases yielded quicker responses compared to others. Statements such as “I want to log a formal/official complaint”, “I want a case reference number”, “I want a reference for ComReg”, “ComReg advised me to get a reference”, and “I have a ComReg reference” were treated as serious complaints necessitating swift resolution.
However, customers using phrases like “Get me your manager”, “I want a supervisor”, “I’m not happy”, “I want to escalate”, “I want to complain”, and “I want a manager callback” would experience significant delays before their matters were addressed.
This revelation confirmed long-standing speculation that there exists a ‘secret code’ to have complaints swiftly resolved, in part, debunking the mystery surrounding it. Eir is not alone in this practice; reports from our readers suggest that similar phrases used in interactions with customer service staff from different telecom companies resulted in quicker, more effective complaint resolution.
This begs the question: had deflated customers been privy to these ‘trigger words’, could outcomes have been more favourable?
Irrespective of whether the use of this jargon expedites a complaint, it’s worth a try given it has no associated cost. Conversely, allowing issues to remain unresolved can prove costly not only in terms of time and stress but also financial losses. We’re referring to significant inconvenience and monetary strain, not just minor hitches or petty cash concerns.
In a report entitled Understanding Consumer Detriment in Ireland, published by the Competition and Consumer Protection Commission (CCPC) previous month, 4,500 consumers were interviewed regarding the issues that brought them stress, cost them money, or took their time, during 2023. The findings revealed a total expense of just under €1 billion for a single year.
The average expenditure caused by these problems was calculated to be €60 per consumer, leading to an approximated overall cost of €968 million. This total includes initial payments, repairs and legal services. The study identified a noticeable disparity in the consumers’ luck when lodging complaints.
Only a little more than 10% had their problems rectified within a day, while about 33% found resolution within a week. This left the majority, or approximately over one million individuals, waiting longer than a week for response to their grievances. Sadly, one-tenth of the interviewees declared they were still facing significant issues six months after their first interaction with the retailer.
When it comes to dealing with poor customer service, what rights do consumers have? The CCPC was contacted to gain further insight and advice, in addition to determining possible routes for consumers seeking necessary compensation.
A representative from the CCPC emphasised the existence of certain provisions under consumer protection laws specifying aspects of customer service, such as the right to be informed, the right to reconsider (applicable in online, over the phone and doorstep sales) and the right to a solution should a service or product be defective.
It was highlighted that additional customer service standards must be adhered to by companies in certain sectors including telecoms, utilities and finances, as dictated by sectoral regulators. The CCPC representative disclosed that they are presently developing trader guidelines based on new consumer rights laws, which will provide further definition for the minimum requirements that traders must fulfil in the event of things going wrong.
On being asked for the best way to lodge effective complaints, the CCPC representative advised customers to begin by filing a formal complaint with the relevant business. Customers should ensure all complain-related communications are written, and all related documentation including receipts, photos and correspondences with the business, be carefully preserved.
Speaking in an official capacity, the spokeswoman suggested that if a consumer has exhausted all avenues of the complaint practise and in cases where no regulator can arbitrate, they may want to consider proceeding with their case in the District Court via the small claims process. This method enables a consumer to confront a trader without the necessity of employing a lawyer. She clarified that contrary to general belief, majority of the complaints that reach the small claims process get resolved simply through exchange of letters, hence, neither necessitating the presence of a legal adviser nor the requirement for the consumer to physically appear in court.
However, this is not signifying the CCPC’s complete satisfaction. The organization has always rooted for the modernization of the small claims court. They propose it could be a much simpler and more direct path for consumers to stand by their rights. They are of the opinion that certain pivotal amendments are required to ensure more consumers can avail a fair resolution when their rights are disregarded. Proposals for these amendments includes increasing the current claim limit from €2,000, in addition to reviewing the fees structure, so as to confirm that the incurred costs do not deter consumers from progressing their complaints.
Furthermore, it is highlighted that maintaining a thorough record is crucial in the context of complaints. It’s advised to record the sequence of events and specifics such as dates and times of communications. This includes noting down the individuals you had interactions with and the essence of the conversations. While there’s no need to meticulously note down each detail, it is still beneficial to jot down the main elements of what transpired.
It’s also recommended to establish objectives prior to instigating any formal complaint. Determine what you desire, be it a refund, repairs, compensation or simply an apology. It would be helpful to have a firm idea about whether you plan to terminate a service or if a mere discount would be sufficient. Formulating these endpoints in advance can prevent last minute decisions. While it’s useful to possess a firm idea of your requirements, it’s equally imperative to be flexible and consider what might be offered, rather than concretely adhering to your original position.
Before you initiate any communication, ensure you peruse the terms and conditions thoroughly. Despite their intricate and mundane nature, gaining knowledge about these agreements is crucial for handling any disagreements. This understanding could come handy when the other party tries to use the terms as a defence.
Keep your composure even if you encounter a challenging situation. It is probable that you meet someone poorly compensated and lacking adequate training in the company. Thus, escalating the situation with loud conversations only worsens the mood. Maintaining a courteous and assertive stance is beneficial. Presenting yourself as a rational individual subjected to injustice garners more sympathy than projecting yourself as unjustly irate.
Lastly, always remember the emphasis words that can turn the tides in your favour.