GUIDELINES
- When refusing a work request from a customer claim or adjustment, you can write an eloquent written letter so that the client's affection will remain. The letter helps your client that you treasure him, or she and you are aware and doing everything you can to fix his or her problem.
- Explain to the customer that you know his or her position and that you are working on his or her complaint seriously.
- Show him or her details on why you are not able to approve of his or her request.
- If feasible, you can introduce him or her alternative plans or compromise.
- End the letter with a positive comment.
SAMPLE LETTER
[Address line]
[State, ZIP Code]
[Letter Date]
[Address line]
[State, ZIP Code]
[Subject: Normally bold, summarizes the intention of the letter] -Optional-
Dear [Recipients Name],
I was sorry to hear that the laptop bag you recently purchased from All-Star Computing Supplies was too small for your laptop and accessories. Unfortunately, because you bought the bag during one of our frequent sales promotions, I am unable to offer you a refund or exchange. Our business prides itself on being able to supply quality goods at an affordable cost and openly advertises that all items on sale can not be returned, exchanged or refunded. To offer an exchange or refund option on sale items would markedly increase the sale price.
Please find enclosed a $10.00 gift voucher in appreciation of your custom. It is redeemable at any All-Star Computing Supplies store and on any item including those on sale. We look forward to being of assistance to you in the future.
Sincerely,
[Senders Name]
[Senders Title] -Optional-
[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -
Exchange of bag rejected as purchase made at a sale letter.
Further things to consider when writing rejection letters to customers
Rejection Letters
Rejection letters are letters written to inform people that something they have made, written, etc., has been turned down. These letters can be used, for instance, to inform people that they have not been chosen for a job or school enrollment or that a book they have written has not been chosen for publishing. Conveying rejection can be difficult because most people don't know how to say the words without hurting the recipient. Actually, in most cases, people don't write rejection letters at all. They just drop communication with the concerned person, (which is rude). Rejection letters are important because they help build trust and develop goodwill between the parties involved.
After rejection, the people affected will be frustrated no matter what. However, well-drafted rejection letters can soften the blow and encourage them to keep trying. An excellent rejection letter is brief, considerate, and to the point. Begin by thanking the recipient for trying. State your decision politely and assertively, giving reasons for it. If you are rejecting a job application, for instance, give a genuine reason for it and encourage the recipient to apply for other positions. End on a positive note and wish the recipient success.
Letters to Customers
Letters to customers are letters written by businesses to people or organizations who buy goods and services from these businesses. These letters can be addressed to specific customers or to all customers, depending on the issue. If you own a business, there are many times you may find it necessary to write to your customers. For example, you may want to send apology letters for billing errors, collection letters to those who owe you money, follow-up letters after initial customers' visits, marketing letters to promote conference events, etc. Constantly writing to your customers is essential as it makes the customers feel valued and strengthens the company-customer relationship.
All letters to customers are formal. Therefore you should maintain a professional tone. Address the customer by his/her name instead of "Dear valued customer". Thank the person for being your customer. Convey your message clearly and concisely without mixing information. Separate important information and label it with subheadings. Avoid putting off the customer with detailed terms and conditions. Instead, put these on a different page. Tell the recipient how to contact you and how to stop receiving letters. Conclude with a positive remark. Write your name and hand sign the letter.
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