GUIDELINES

  1. When a customer writes to express dissatisfaction with a product, keep your tone courteous. Apologize for the inconvenience. But emphasize that you are making amends for the mistake.
  2. Accept the return. Express regret that the product wasn't satisfactory for the reader.
  3. Discuss your decision to grant credit, refund or exchange.
  4. End by thanking the customer. Expect future business as well.

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],

The Gliderwonder machine is our top selling exercise machine but as promised, if the customer isn't satisfied, we gladly refund the full amount of purchase. Or, if you prefer, you can take a look at any other equipment we offer either in our catalog, which is enclosed or on our website. That address is www.getfit4life.com. If you find something there you like, we can put the credit amount toward the new purchase.

We regret the machine was not the right one for you. We hope you'll find something more suitable. We look forward to hearing from you soon.

Sincerely,

[Senders Name]
[Senders Title] -Optional-

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

Sample response letter for a customer's feedback of a product.

Further things to consider when writing response letters to customers

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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