T. Scott Gross, speaker and author of several customer service books, says that as soon as you go over a salesperson's head, you've created an adversary. "The best way to say it is, 'Who can we talk to who has the authority to solve this problem?' You're asking them to help you, to be on your team," he says. "It's im

Americans love to complain, but who can blame us? For the most part, customer service has been heading downhill as companies try to cut costs by outsourcing, off shoring and hiring inexperienced staff. Take the airline industry, a favorite punching bag, as an example. In the first quarter of this year, the Federal Aviation Administration received 2,650 complaints about airlines and other travel-related services. That's up by one-third from a year ago, and doesn't include complaints from frustrated passengers who never bothered to file a formal grievance.

Many times we don't complain effectively and that in turn causes more consumer frustration and more complaining, often accompanied by yelling, screaming and cursing.

But don't worry, we're here to help. We spoke with customer service consultants--the people who are trying to help companies serve you better-- to find out the secret weapons in the complaint arsenal.

Rule No.1: Know Exactly What You're Complaining About And What Action You Want

Say you bought a reciprocating saw from Home Depot and it stops working three months later. Before taking it back to the store, figure out what you want. Do you want an even exchange, a refund or a different brand of saw?

Keith Bailey, co-founder of Sausalito, Calif.-based Sterling Consulting Group and co-author of Customer Service For Dummies, suggests that, after you make your request, you should shut up and listen to what the sales person has to say. If you stay quiet, he will eventually come up with an agreeable solution.

"Don't dramatize your emotion. If they're wearing a name tag, call them by name, be polite, get them on your side and create a rapport," he says.

Rule No.2: Never Demand To Talk To The Manager

Sure, sometimes to get your problem solved you'll need to speak to the person in charge. But no matter what industry you're in, you really don't want people asking to speak to your boss. And for some reason you do ask to speak with him, the boss will mysteriously be out to lunch--even at 9 A.M.

T. Scott Gross, speaker and author of several customer service books, says that as soon as you go over a salesperson's head, you've created an adversary. "The best way to say it is, 'Who can we talk to who has the authority to solve this problem?' You're asking them to help you, to be on your team," he says. "It's imp

Many times we don't complain effectively and that in turn causes more consumer frustration and more complaining, often accompanied by yelling, screaming and cursing.

But don't worry, we're here to help. We spoke with customer service consultants--the people who are trying to help companies serve you better-- to find out the secret weapons in the complaint arsenal.

Rule No.1: Know Exactly What You're Complaining About And What Action You Want

Say you bought a reciprocating saw from Home Depot and it stops working three months later. Before taking it back to the store, figure out what you want. Do you want an even exchange, a refund or a different brand of saw?

Keith Bailey, co-founder of Sausalito, Calif.-based Sterling Consulting Group and co-author of Customer Service For Dummies, suggests that, after you make your request, you should shut up and listen to what the sales person has to say. If you stay quiet, he will eventually come up with an agreeable solution.

"Don't dramatize your emotion. If they're wearing a name tag, call them by name, be polite, get them on your side and create a rapport," he says.

Rule No.2: Never Demand To Talk To The Manager

Sure, sometimes to get your problem solved you'll need to speak to the person in charge. But no matter what industry you're in, you really don't want people asking to speak to your boss. And for some reason you do ask to speak with him, the boss will mysteriously be out to lunch--even at 9 A.M.

T. Scott Gross, speaker and author of several customer service books, says that as soon as you go over a salesperson's head, you've created an adversary. "The best way to say it is, 'Who can we talk to who has the authority to solve this problem?' You're asking them to help you, to be on your team," he says. "It's im

Rule No.1: Know Exactly What You're Complaining About And What Action You Want

Say you bought a reciprocating saw from Home Depot and it stops working three months later. Before taking it back to the store, figure out what you want. Do you want an even exchange, a refund or a different brand of saw?

Keith Bailey, co-founder of Sausalito, Calif.-based Sterling Consulting Group and co-author of Customer Service For Dummies, suggests that, after you make your request, you should shut up and listen to what the sales person has to say. If you stay quiet, he will eventually come up with an agreeable solution.

"Don't dramatize your emotion. If they're wearing a name tag, call them by name, be polite, get them on your side and create a rapport," he says.

Rule No.2: Never Demand To Talk To The Manager

Sure, sometimes to get your problem solved you'll need to speak to the person in charge. But no matter what industry you're in, you really don't want people asking to speak to your boss. And for some reason you do ask to speak with him, the boss will mysteriously be out to lunch--even at 9 A.M.

T. Scott Gross, speaker and author of several customer service books, says that as soon as you go over a salesperson's head, you've created an adversary. "The best way to say it is, 'Who can we talk to who has the authority to solve this problem?' You're asking them to help you, to be on your team," he says. "It's im

"Don't dramatize your emotion. If they're wearing a name tag, call them by name, be polite, get them on your side and create a rapport," he says.

Rule No.2: Never Demand To Talk To The Manager

Sure, sometimes to get your problem solved you'll need to speak to the person in charge. But no matter what industry you're in, you really don't want people asking to speak to your boss. And for some reason you do ask to speak with him, the boss will mysteriously be out to lunch--even at 9 A.M.

T. Scott Gross, speaker and author of several customer service books, says that as soon as you go over a salesperson's head, you've created an adversary. "The best way to say it is, 'Who can we talk to who has the authority to solve this problem?' You're asking them to help you, to be on your team," he says. "It's im

T. Scott Gross, speaker and author of several customer service books, says that as soon as you go over a salesperson's head, you've created an adversary. "The best way to say it is, 'Who can we talk to who has the authority to solve this problem?' You're asking them to help you, to be on your team," he says. "It's important for customers to realize it's a power relationship. Servers have the power--maybe not the authority--to give you a good service experience or a miserable one."

Rule No. 3: Sneaky Ways To Contact A Company

Customer service representatives are much more expensive than Web sites. That's why companies intentionally make their phone numbers difficult to find. You could get lost in the jungle of information on Amazon.com's Web site while looking for its phone number. A better idea is to look up its profile on Yahoo! Finance and, sure enough, along with an address is listed a phone number.

Gross suggests finding the company's latest press release on the pressroom of its Web site, calling the contact person and asking them who to speak with. (Sorry PR folks, but it's called public relations for a reason.)

Bailey also has a few tricks up his sleeve. If you call a company's main number and get a recorded greeting, you can sometimes bypass it by dialing another extension. If the last four digits of the company's main number are 2700, try 2701 or 2705. More than likely, you'll get a live body to speak to, and they can transfer you to the department you need.

Another sly tactic companies are using on their telephone systems is not offering the option of talking to an operator until the very last moment--those final seconds when most people have already given up. Bailey explains that the caller thinks the recording is about to hang up on them, then there's a short pause and, finally, the recording suggests dialing zero for an operator. Think you can outsmart the company's computerized phone system by just dialing zero at any time? Guess again. Bailey says that many times the system is programmed not to recognize the zero key until the very end of the message.

Rule No. 4: Invoke Your Rights Under Rule 240

Rule 240, which is part of an airline's contract of carriage, spells out passengers' rights due to delays, cancellations and