GUIDELINES
- Give details on why you disapproved the request, and at the same time, ask the client to continue his or her business and kindness. The disapproval might sadden the client, so be very brief.
- Accept the issue of the client and express your sympathy that you get what he or she is feeling.
- Discuss the details and reasoning that guided you to your decision, and then tell him or her your decision.
- Provide a relevant action to solve the client's problem.
- End the letter positively and be kind. Provide the client an assurance that their businesses are very important to you.
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],
Your request for a replacement headset has been forwarded to our department. While I understand that damaging an expensive piece of equipment less than a week after purchasing it can be very frustrating, we must deny your request for a replacement. Upon inspecting the damage, we have discovered that it happened as a result of an accident and was not a result of faulty manufacturing. We can only provide replacements for items that have not met our stringent standards, but cannot do so for those who have been damaged by customers, whether intentionally or not. We hope you understand this rule and thank you for choosing to do business with us.
Sincerely,
[Senders Name]
[Senders Title] -Optional-
[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -
Sample response letter to a complaint while refusing a request.
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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