Tag: Complaint

What Are the Principles of Replies to Complaint Letters?

A customer who complains about the goods, or files a complaint is a friend in need. The supplies or the seller has to prove by his action that he is a friend indeed. It is on occasions like these that the customer’s confidence in the seller is tested. Much depends upon the treatment the customer gets when he makes a claim.

The main purpose of the replies to complaints letters is to settle the claim and to restore the faith, goodwill and business of a disgruntled customer. The seller must, therefore, settle the claim cheerfully and gracefully and not grumble or grudge doing so. It is advisable to follow below principles when replying to complaints letters:

1) Promptness

The customer who makes a claim is already dissatisfied customer. Any delay on the part of the supplier in acknowledging or answering his complaint would only add to his dissatisfaction. It is, therefore, imperative that the supplier answers the claim promptly. Promptness shows that the supplier cares for his customer. Promptness helps the supplier also because it leaves no line for the customer to go to another seller.

2) Courtesy

Courtesy assumes special importance in adjustment letters. If the adjuster has the right attitude he will not frown upon complaints but welcome them. There are many who fail to appreciate the significance of complaints as eye-openers. They doubt the very genuineness of the complaint and in their reply they attribute certain motives to the customer. The supplier should take special care to avoid certain expressions in his letters. For example, he should never write:

“We are surprised at your complaint as no other customer has ever found fault with our products.”

Such remarks will annoy the customer. Instead of such unsavory remarks the supplier should write:

“Thank you for telling us your experience with our washing machine.”

In summary, a letter of adjustment, even if it cannot grant the complaint, must be sound, polite and agreeable.

3) Consideration and helpful attitude

A polite reply is good as far as it goes, but what the customer needs is an adjustment. The supplier should, therefore, be considerate. He should make some adjustment, and if the adjustment is minor he should not hesitate to grant it at once. The supplier has to make an adjustment that gives maximum satisfaction to the customer at minimum loss to himself.

4) Tact

An adjuster must reply to the complaint letter tactfully. Otherwise, the matters might take a more serious turn. If he thinks he is not responsible for the cause of the complaint, he should give a brief explanation to say so but never resort to harsh words. He should never try to excuse himself by blaming any of his staff for the mistake. He should never be argumentative. Throughout the letter he should make an attempt to preserve the goodwill of the customer. The adjuster should listen to what the customer has to say and make him feel that he understands the customer’s problem or difficulty. He should then give the customer reason why things are as they are.

5) Pleasing tone

All adjustments should be made cheerfully and not grudgingly. It is better to accept the complaint gracefully and admit the error frankly. The pleasing tone of an adjustment letter makes a good impression on the customer and helps to re-build his goodwill and confidence.

Visit http://www.101businessletter.com to learn more FREE samples business letters.

10 Secrets For Writing Killer Complaint Letters

Complaint letters aren’t always fun, but sometimes they need to be written. In many cases, if people don’t complain, the problem agency at fault (i.e. company or government) won’t even know that the problem that you and others may have experienced even exists.

Ultimately, legitimate complaints, by even a few people, can (and often do) result in better service for everybody. Not only that, writing complaint letters can be personally beneficial too!

That’s right. Writing complaint letters can be an empowering and therapeutic experience! It allows one to take action instead of playing the role of a victim and “nursing” an ongoing resentment towards a company about poor service or treatment received. Once the complaint letter is written and in the mail one can “let it go” knowing that one has done something tangible and constructive about the situation.

Not only that, but properly written and handled complaint letters get action!

After I started writing complaint letters, I began receiving gracious letters of apology and contrition from senior executives including bank vice-presidents and VPs of marketing for giant corporations.

Getting those in the mail, felt one heck of a lot better than “polishing” an ongoing resentment and getting even angrier the next time something bad happened. Sometimes I even get discount coupons and free merchandise!

THE 10 SECRETS

Here are some strategies I have learned for writing complaint letters guaranteed to get attention and action.

1. Write To The Senior Person Responsible

It is important that you get the name and detailed mailing address of a very senior person responsible for the product or service that you are complaining about. I generally try to write to the V.-P. level. Never go below Director level if you want a serious response. Name and address information can be obtained from the organization’s Web site or by calling the company and asking for the name and title of the senior person who you should write to.

2. Don’t Send An E-Mail

When it comes to sending a serious complaint letter to a company or the government, don’t send an e-mail, regardless of what it may say on their Web site. E-mails are usually handled dismissively by low level “customer service” people. If you want serious attention and action, the formal written complaint letter is the only way to go. When it arrives in the VP’s office (yes, by snail mail!), it triggers a bureaucratic process that ensures that the right people will see your letter, and will act on it.

3. Keep It As Short As Possible

Preferably no longer than one page, two at the most. When drafting a complaint letter there can be a tendency to go on and on just to make sure the recipient gets the point. Keep it as short as possible, but without diluting the facts of your message too much.

4. Give It A Heading For Identification

Place a heading at the top of the letter with information that the company or agency will relate to, such as your account number or customer number. Make it easy for them to find you on their computer filing system.

5. Clearly Explain The Situation

Make sure that you give all of the specific details needed so that the company or agency can verify your claim without you having to get into an endless game of telephone tag with them. Include specific dates, times and places, as well as the names of people you dealt with. If you’re not sure of these details when composing the letter, call them back and ask for the specifics. (You don’t have to say it’s for a complaint letter).

6. Use A Positive And Respectful Tone

I have found that the best approach is to use a positive upbeat tone. Remember, you are writing to a senior person who probably sympathizes with what happened to you. Your tone should convey the message that you are the innocent victim and you understand that the company wouldn’t have done such a thing deliberately.

7. Send Copies If Appropriate

There can be cases where it is wise to send a copy of the letter to other parties just to make sure that you will get some serious action. For example, in a case where you have been told to write to the Regional Manager of a program, it is often a good idea to make sure that someone in head office also gets a copy. I sometimes send a copy to customer service or customer relations offices at the national level.

8. “Shame” Them As Much As Possible

Companies that claim and advertise high levels of customer focus and service do not like to be criticized in those areas. If you have a strong case that makes them vulnerable in one of these areas, use as much ammunition as you can to embarrass them in these sensitive areas. Modern marketing terms such as: customer relationship management (CRM), one-to-one marketing, most valuable customer (MVC), and customer-centric focus, all tend to get their attention. Also, using such terms makes you sound like an authority.

9. Imply You Might Take Your Business Elsewhere

I always do this near the closing. Companies don’t like to lose customers, especially long-time customers. Senior marketing people are well aware that study after study has shown that it costs five to seven times as much to recruit a new customer as it does to hold on to an existing one.

10. Ask For An Early Reply

In the closing paragraph of your complaint letter, state specifically that you are expecting an early reply. Make sure that you follow-up by phone or e-mail if you have heard nothing in three weeks. Some companies will send you an acknowledgement letter stating that they are working on your case and will get back to you within a week or two.

Use the above strategies and you are sure to get action from your complaint letters. And, don’t forget the old truism “the squeaky wheel gets the grease”!

To see a fully-formatted “real-life template” of a letter of complaint, go to the following link:

http://writinghelp-central.com/complaint-letter.html

© Shaun R. Fawcett

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