GUIDELINES

  1. Make this letter quickly when you obtained and examined the complaint. When a client takes the time to submit a report, you can either keep his r her business. It is easier to please a current client than to invite a new one.
  2. Recognize the complaint and tell him or her your regret, referring to his or her issue or complaint.
  3. Shortly discuss that you are currently examining the problem and the actions that you are doing to solve it. If you want to explain only the actions on how to solve it, go to step 3.
  4. Describe the actions that you have taken to solve the client's issue.
  5. End the letter positively, It is your goal to make the client focus on the compensation that you are preparing, not the bad experience he or she has gone through.

SAMPLE LETTER

[Senders Name]
[Address line]
[State, ZIP Code]

[Letter Date]

[Recipients Name]
[Address line]
[State, ZIP Code]

[Subject: Normally bold, summarizes the intention of the letter] -Optional-


Dear [Recipients Name],

First of all, I would like to apologize for the mistake that our department made last week that resulted in you having to pay more for the back piece of drilling equipment. It was an honest mistake, but we do acknowledge that it was a costly one on your end.

As such, we are replacing the equipment with the correct one. Enclosed is the difference between this and the one you had received previously, as well as an additional reimbursement to represent the 10% discount we are giving you in our attempt to compensate for the inconvenience our error has caused. Thank you for doing business with us, and we hope that you give us a chance to serve you better in the future.

Sincerely,

[Senders Name]
[Senders Title] -Optional-

[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -

Letter to respond to a complaint while making 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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