GUIDELINES
- 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.
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],
We are very sorry to hear that your credit card bill seems to be much higher than expected. Based on your explanation, it seems to us that this someone may have gained unauthorized access to your account. To make sure, we will need more information from you. Could you please furnish us with a copy of the receipts for the purchases you made so that we can check these against our records?
We are sorry that you have to go through this. We are, however, looking forward to getting to the bottom of this and resolving the issue as quickly as possible. Thank you very much for your patience.
Sincerely,
[Senders Name]
[Senders Title] -Optional-
[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -
Response letter to a complaint while requesting for details.
Further things to consider when writing response letters to debtors
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 Debtors
Letters to debtors are letters you write to people or institutions that owe you money. Mostly, these are collection letters to inform the recipients of the defaulted payments or demand letters to warn them about eventual legal actions. These letters are usually sent after unsuccessfully trying to get your payment, and it is time to take a more serious action. If you are running a business and you have clients who haven't paid for merchandise or services, your business could suffer financial uncertainty and difficulties. But then, you want to maintain goodwill and not damage the business' s reputation in the community.
When writing letters to debtors, especially those asking for payment, you need to be professional. Start with a friendly letter and if the failure to pay continues, get progressively more serious. Provide important details about the debt - state how much is owed and when the payment should be made. For subsequent letters, use a firm tone but be considerate and professional so as not to ruin the possibility of future deals with the recipient. Recount any conversations that have happened since the first letter. End with a note of anticipation to having the situation resolved.
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