GUIDELINES
- 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.
- Recognize the complaint and tell him or her your regret, referring to his or her issue or complaint.
- 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.
- Describe the actions that you have taken to solve the client's issue.
- 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
[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 would like to extend my sincere apologies for the problem you encountered with one of our staff members. Apparently, she was supposed to arrive at your house at lunchtime yesterday for the home service arrangement, but she never arrived. It is certainly unacceptable behavior, which is why we have already questioned and penalized her for this offense.
I am sending over another staff member today. We will be slashing 20% off your total bill. I understand that this will not change what happened yesterday, but sincerely hope that this will help compensate for the stress you must have felt. Thank you for doing business with us!
Sincerely,
[Senders Name]
[Senders Title] -Optional-
[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -
Letter to respond to a complaint while making amendments.
Further things to consider when writing response letters to customers
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 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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