GUIDELINES
- If it is not the mistake of the company, you can either allow a claim partially or wholly. Let the client know about his or her mistake, if there is any, to avoid the problem to happen again. Do this briefly, do not accuse him or her. Write the letter showing that your company upholds fairness and the client's relationship.
- If you are allowing the claim, tell the client immediately. Or you can first write the letter positively that you have recognized his or her problem.
- Briefly, discuss the reason for the problem and the action that you are willing to give. If you are giving him or her one-time consideration to a normal rule, tell it to him or her clearly.
- Close the letter positively, have this chance also to promote your business or that you are looking forward to having another business with the client in the future.
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],
Thank you very much for contacting our Customer Service Team. We have received your complaint regarding the slight damage to the box of the product you purchased from us. As you know, though, all items are shipped via courier, which means that we no longer have any control over the condition of the product once it leaves out the warehouse. It is one of the reasons why we encourage our customers to avail of the shipping insurance option. Unfortunately, your package was not covered by any insurance.
We are happy to note that the actual item was not affected at all and continues to work well. In the meantime, we are sending you a free voucher for shipping insurance for your next two orders. We are sorry we could not help you more. Thank you very much for your consideration.
Sincerely,
[Senders Name]
[Senders Title] -Optional-
[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -
Letter example to respond to a complaint but giving adjustments.
Further things to consider when writing response letters to clients
Response Letters
Response letters are letters written to provide answers or information requested in letters of inquiry. The main purpose of such letters is to satisfy the recipient with an action that fulfills his/her request. A response letter can be used to respond to a query about company's products and services or just to respond to a complaint. It makes the recipient feel valued and helps maintain strong relationships between the parties involved. A response letter also gives you an opportunity to clear up any misunderstandings with the recipient or ask questions. Response letters should be sent promptly, and all issues must be addressed courteously (even those that seem irrelevant).
When writing response letters, it is advisable to keep the message short and to the point, taking into account that the recipient may lack your expertise. Make sure to address the letter to the person who made the inquiry and mention that this is a response to that inquiry. Maintain a positive tone even if the letter contains negative information. Make your response as clear as possible. If you are responding to multiple questions, for instance, consider putting your answers in bullet form. Close by offering to give further assistance.
Letters to Clients
Letters to clients are letters a person or organization writes to other people and/or organizations that benefit from the senders' products or professional services. These could be welcome letters to welcome the clients to the organization, introduction letters to introduce a product or service to the clients, or thank-you letters to appreciate clients for their continued support. They could also be response letters to respond to clients' queries or inform letters to notify the clients of important matters like discounts on products and services, relocation of offices, etc. Basically, a letter to a client can be just about anything, as long as whatever you are communicating is business-related.
Letters to clients are business letters, and therefore, they should be formal and professional. Start the letter with a proper salutation. Clearly state the purpose of your letter. If a client is required to take a certain urgent action, make sure to specify exactly what he/she is supposed to do. Be brief and straightforward and avoid adding irrelevant details. Close the letter by warmly inviting the recipient to respond or to take the necessary action. Sign the letter and provide your contact details. Print the letter on the company's letterhead.
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