How to Recognize a Good Customer Service Letter

A good customer service letter will be sincere and personal.

If you find yourself having to complain to a customer service representative at a service industry desk such as a hotel or airline, you may receive a customer service letter in response giving some sort of explanation or apology for a problem that arose during your exchange. Knowing how to recognize a good customer service letter will help you determine whether the company's response is sincere and legitimate, or whether your concerns have fallen on deaf ears.

Instructions

1. Check the letter for a personal greeting. A good customer service letter will have "Dear" followed by your name at the top, as opposed to a letter that has a general greeting like "Dear Guest," which may mean the letter is a generic one sent to everyone.

2. Scan the letter for an apology. Most customer service letters will begin with an apology for the frustration or problem the guest encountered, no matter the concern. A poor customer service letter will show little condolence for the problem the guest experienced.

3. Read the body of the letter, looking for what resolution or solution the customer service representative is offering. A good customer service letter will be aimed at solving the problem the customer experienced or offer some sort of compensation.

4. Look at the signature at the bottom of the letter. It should be signed in ink by a customer service rep and give you contact information for that individual so you can get in touch if you want to further discuss the issue.

Tips & Warnings

• Keep the letter in a folder so you have it to refer to in case you need it in the future.

References

• Business Know How: Customer Service is Not a Four-Letter Word