Listen To Sue On How To Complain in a Shop
‘I’ve got to go and complain because the new TV I bought arrived with a cracked screen and I’m not very good at complaining’
I am feeling…..Hesitant / Nervous / Worried
Step 1.(How I would like to feel………..)
Assertive / Confident / Proactive
Step 2.(Quality Questions for self…)
Is this situation worth the effort involved in seeing it through?
What am I willing to do to get through this?
Is this situation important to me?
How can I make this easy for myself?
Step 3.(Practical steps leading to Positive Results…)
Work out the easiest way to address the problem, telephone, email or in person.
Write a ‘Shelley’s Script’ to be pre-armed .
Visualise yourself being assertive and getting the desired result.
Adopt a JDI attitude, it’ll be over before you know it!