Top critical review
3 people found this helpful
I'd like to complain!
on 6 April 2012
This book states it's credentials early on and promises us an insight into the world of the put upon call centre operator which will be followed up by a lesson in how to complain finishing with some template examples of real written complaints. In all areas it delivers but the quality of the information is woeful.
Ok, lets look at each area individually. The call centre operators - well folks it turns out that if we have a valid complaint they are likely to put us on mute, make fun of us, hang up on us etc. No surprises there and plenty of vindication for those of us who hate to interact with cretins like these and cretins they are if they behave in this way whilst being paid to service customer complaints, no matter how tedious the task may be. Apparently, it is up to us to "help these people enjoy their jobs"! Having said that I'm sure that, like me, you don't think that all call centre operators are like this.
Now lets look at the lesson in how to complain. I'm not going to spoil it for you but it consists of two pieces of advice and isn't worthy of the price of the book (and I downloaded it free!).
Finally, the examples of real written complaints. The author advises using humour when contacting companies to complain but it looks like he fails to take his own advice as these examples are, to me, traincrashingly (new word?) unfunny, although I recognise that humour is subjective and one mans Tommy Cooper is another mans Clement Freud. I stopped reading them as they were no more than the ramblings of a deluded mind at times. What I found worst of all about these examples is that although they were real, none of them seemed to have any legitimate complaint and a couple were complete non-sequiturs. In one example the author pays for a parking ticket and fails to display it as per the terms and conditions and in doing so cops a ticket because of this. He then writes to the local council casting aspersions upon the warden and making all sorts of unfounded accusation against him/her. The letter was a blatant lie and I fail to see any humour therein.
As an aside and despite others saying they can't, all the reproduced letters can be scaled up if you are using a kindle with the 5 way button. Simply press the up arrow when on the page in question and then you'll see a magnifying glass. Following this press the centre button to zoom. The problem then becomes the faint shade of grey these letters are rendered in and not the size of the font.
I'm awarding two stars here as there are a couple of chapters that are mildly interesting, the training chapter being one of them. Unfortunately, I don't think they are good enough to redeem this book so would advise caution before buying.