1. Be positive.
2. Be clear and stay focused.
3. Talk to the person in the service who can make the difference.
4. Ask what happened and why.
5. Think solutions, not just complaint.
6. Keep within your own experience of the problem.
7. Write down beforehand what you want to say. Include the list of issues and questions you want answered, in case you forget in the meeting.
8. Focus on a way forward.