I work in a call centre. I get people complaining about our company many times a day. I am constantly amazed that people complain in the wrong way.
If you want me to refund your money, or grant you something for free, just be nice to me and I will do it. I do not if they are shouting and swearing at me. I have asked many others here and other call centres and they basically operate the same way.
On the other hand I know that our supervisers will refund money to our customers when it is completely unjustified, just to get the abusive customer of the line.
I give an example.
Mr X calls asking for refund. Notes on his account say he has been given a refund five times before and no-one should give him a refund again. The basic policy is that every customer can get a one time refund (we are talking about $20 US) if they ask. They can get another, if it is a genuine stuff-up by us. Mr X is calling about a stuff up he made and we should reimburse him. I refuse. He shouts some more and I warn him he will be disconnected if he shouts abuse again. Five seconds later the call is disconnected. Next day I look up his account. He had called back and a supervisor refunded his money.
I think to myself that Mr X knows that with any company he deals with he will get refunds if he shouts abuse enough. And it must work for him.
Another kind of customer complaint is the pointless complaint - “I do not like your operating procedures and I would like to complain about them”. Most of our operating procedures are set by the Government and could not be changed. So why verbally harangue me about them for 20 minutes. You know nothing will change by you talking to me.Why bother?
If you are going to complain, do it about something than can benefit you.