How to Respond to a Customer Complaint in Writing
Even the best-run businesses sometimes have to deal with customer complaints. Because the customer is always right, it is now up to you to address your customer's concerns and offer her solutions. Even if you have spoken with the customer over the phone, offer her a written response to the complaint to show that you are taking the matter seriously. While it is true that you can't please everyone, as a good business you should still try.
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Instructions
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Writing your Customer Complaint Response
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1
Introduce yourself with a formal greeting. There is no place for "Hey there," "Oops!" or any other opening that tells your customer that you are not taking this seriously. Your customer is upset and wants to know that you are handling the situation professionally.
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2
Thank your customer for his business--for example, "We appreciate your recent purchase" or "Thank you for visiting our showroom." In the following sentence, assure him that customer service is your highest priority.
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3
Outline your customer's complaint in clear terms. This shows the customer that you are aware of her concern. It is also helpful in the event that your customer needs to clarify her complaint.
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4
Explain the reasoning behind whatever caused the customer's complaint. This should be done in no more than two or three sentences. There is no need for excessive backpedaling or a long history about the matter. Just offer some explanation followed by a brief apology.
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5
Give the customer options on how to proceed. This lets her feel like she has a voice in the matter. You can offer an incentive to stay in business with you, like a discount towards her next incentive, or an exchange for her item. Remember to save the worst for last: the very last option you should ever give is a full refund.
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6
Include another two to three sentences letting your customer know that you appreciate his business and that you are working hard to resolve his issue.
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