101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 84. Write On: Letters of Complaint

When a customer takes the time to send a letter of complaint about your company’s product or service, it is critical to send an appropriate response. Most customers are probably upset when they write their letters, and if the response is not satisfactory, it will reinforce their negative feelings. These guidelines will help make your customer know that you—and the company—care about his or her feedback.

Respond promptly

The customer will be wondering if the complaint letter arrived and that the correct person received it. However, you might need a little time to resolve the issue before you can respond fully. Send the customer an initial response by note, phone, or fax and then follow up with a resolution letter within 2 weeks.

Do not use standardized letters

The content of such letters is too uniform and predictable to sound sincere. Each letter should be personalized to meet the customer’s particular circumstances. This tells the customer that you understand the specific situation behind the complaint. Use a polite, understanding tone and never argue.

Thank the customer and apologize for any inconvenience

Let the customer know that you appreciate being made aware of the problem. Comment that this is an opportunity to improve service or correct a product failure, and explain in detail how you plan to make things right. Personally apologize for any trouble or inconvenience that the customer may have experienced.

Concentrate on the positive

Focus ...