- If you do not have sufficient information to reply to the complaint as soon as possible, you can write this letter to aid. The letter is either requesting the customer for more details or informing him or her that you are still in the progress of collecting more details about the issue from other sources before reply. It helps to let the customer know that you are taking his or her complaint sincerely.
- Recognize the complaint and tell him or her your regret, referring to his or her issue or complaint, also thank him or her for writing a complaint.
- Discuss that you are still examining the problem. Request for more details that you need.
- End the letter positively and express confidence that you will help the customer to solve his or her request.
[State, ZIP Code]
[State, ZIP Code]
[Subject: Normally bold, summarizes the intention of the letter] -Optional-
Dear [Recipients Name],
Thank you for getting in touch with us. We regret to hear that you are not very happy with your new sound system. To determine how we can fix the problem, we will be sending one of our trained specialists over tomorrow, before lunchtime, to make an inspection. Please have the sales receipt ready, together with the other paperwork, so that we can process your request more efficiently. Thank you very much!
[Senders Title] -Optional-
[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -
Letter to respond to a report while requesting for details.
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.