- 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.
[State, ZIP Code]
[State, ZIP Code]
[Subject: Normally bold, summarizes the intention of the letter] -Optional-
Dear [Recipients Name],
Thank you very much for getting in touch with us. We have received your complaint regarding the substantial charge you have incurred from activating the roaming feature of your mobile phone plan. We understand that you may have been quite alarmed to see your bill. However, we cannot reverse the charges because our records state that you did use your mobile unit for the stated number of minutes.
[Senders Title] -Optional-
[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -
Letter to respond to a complaint while denying liability.
Further things to consider when writing response letters to customers
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 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.