GUIDELINES
- The letter must communicate appreciation for the sender's eagerness, curiosity, and suggestion. Do not be very defensive. Make the tone positive, this will help to acquire direct inputs in the future. In case that you do not agree with the negative comment, still keep the positive tone, do not argue in the letter nor agree with it.
- Recognize his or her negative comment.
- Ensure him or her that you will not take it personally and will use it to improve yourself.
- Tell him or her you are grateful for his or her feedbacks.
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],
First of all, we would like to thank you for giving us feedback using our hotline number. Our representative has taken note of your concern and forwarded it to us. We are very sorry for not having been able to upgrade your broadband Internet connection within the promised turnaround time. It was due to some miscommunication within our dispatching team. We sincerely regret that this had to happen and are working on improving our internal processes.
While we understand that there is nothing we can do to change what had already happened, we would like to make up for our shortcoming by offering you a 10% discount on this month's subscription. Please accept our apology. Again, thank you very much for letting us know how we can serve you better.
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 service.
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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