How to complain
Why apps and AI have made the process of complaining more complicated
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. (Picture of two people shouting, Credit: Getty Images).