Things You'll Need:
- Computer with internet access
- Word processing program
- Envelope and stamp
-
Step 1
Ideally, this step will happen before you sit down to write the letter. In this step, you will gather all of the information you will need to write a powerful, persuasive letter. If you are treated unfairly by a business, make sure you write down the names of everyone you spoke with, the date, time, and location of the incident. If you bought a faulty product, either from a store or online, record the date and location of the purchase, the manufacturer, serial number (if applicable), and the specific complaint. If you receive poor service from a company hired to do work for you, such as a remodeling company, be sure to have a copy of the signed work agreement or contract available. I was so angry during my wait at the airport that I began taking down names of everyone who was rude and writing the times that each issue occurred.
-
Step 2
Find out the name of the president, CEO, or owner of the company you are complaining to. Most websites have a generic complaint form that will be sent to a customer service representative, but you want to go above that. In my experience, letters to customer service usually go unanswered, and the complaint remains unresolved. Try doing a Google search or using websites like Manta, LinkedIn, or Facebook to find the name of the person in charge. In my case, I found the name and address of the airline's CEO on www.manta.com, a great business database.
-
Step 3
Write your letter! Using a clear and professional tone, describe exactly what happened to make you upset. Use the details you gathered in Step 1, including names, dates, times, and product details. For example, I was angry because I felt that the gate agent discriminated against me. I also felt embarrassed and deceived. Use strong descriptive words to make the reader feel what you felt. It is very important to be polite throughout the letter. Swearing, using slang, or writing derogatory comments about the person or company who wronged you will only make you seem ignorant and rude. In order to be taken seriously, you need to remain courteous.
Explain what you wish had gone differently with the incident of complaint. For example, I wish the seat-bumping policy had been explained more clearly, I wish my options had been outlined, or I wish that the product had arrived as it was described to me.
Make a specific request. Are you trying to get a refund? Would you like to see the employee you dealt with reprimanded? Do you want a replacement product? Be clear and direct.
Finally, state your next actions, if any. In my airline letter, I told the CEO that I would no longer be using his company for personal or business trips. I also let him know that I would recommend that my friends, family, and co-workers not use their service. Close by thanking the reader for his or her attention and providing your full contact information. -
Step 4
Address the envelope directly to the president or CEO and mark "Personal and Confidential". This ensures that that he or she will actually receive the letter, and it will not be intercepted by an assistant without the authority to help you.
-
Step 5
Mail your letter and wait for a response. For added security, you can send the letter via certified mail and request a receipt to know that the intended person actually receives it. Response time varies, but you can probably expect to hear back within one month. No company wants to have disgruntled customers. Within two weeks, I received a letter of apology from the customer who had disrespected me would be appropriately disciplined in a meeting with her supervisor. This was even more rewarding than the compensation I received. I'm glad to know that the employee will not be treating anyone else unfairly. I had already received a round trip ticket from the airline worth up to $450 during my waiting time at the airport, but along with the apology I also received a travel voucher worth $250. Although I am still miffed about my experience, I greatly appreciate the quick response and attempt to remedy the situation. I know not to judge an entire company based on a few erude employees. I'd love to hear about similar experience you've had, especially if you have written a successful complaint letter. Leave me a comment below!
