How to Write a Customer Service Letter in Response to a Bad Customer Service Complaint

If you work in the customer-service field, you may have to respond to customer-service complaint letters. A response letter can be awkward to write; you need to be apologetic and thank the customer for their business without throwing the previous customer-service representative under the bus. A few tips can help you write a successful complaint-response letter.

Instructions

1. Address the displeased customer by their title. Never use a generic "Dear Customer" or call them by their first name. Always use whatever title they used in their complaint.

2. Thank the customer for the purchase of the item or service and the feedback you received. Showing appreciation for their business is important -- you want to retain the person as a customer.

3. Restate the issue the customer had with the service in one or two sentences. This shows that you understand the problem and ensures that you are both talking about the same issue.

4. Explain what caused the issue without blaming anyone. If you can't give a valid excuse, apologize and express your sympathy for the customer's problem.

5. Offer a new solution. The customer was clearly not happy with the service they previously received, so check the company's records for what was offered and try to do a little better.

6. Provide as much information as you can. If an item must be re-shipped, provide the arrival date or date range. Specific details show you are on top of the situation.

7. Thank the customer once more for their business, feedback and their patience. If your company's policies allow it, provide a phone number where you can be reached.

8. Add your name, your position in the company and the company's name. Sign the letter before you send it.

Tips & Warnings

• Never pass the blame onto anyone else. It may be the customer used the item wrong or USPS lost it, but never pass the buck. Explain what may have caused the problem, but don't point fingers or blame.

References

• CSM: Complaint Letters; Robert Warlow