How to Respond to a Complaint Letter
Even the best businesses and service providers come across an unsatisfied customer. While some customers will confront you with their issues in person or by phone, others will write a complaint letter. Take a customer complaint letter, whether sent by post or electronically, seriously. If a customer takes the time to sit down and write a letter, he likely have concerns he wants to see resolved. You can effectively respond to complaint letters if you keep just a few things in mind.
Other People Are Reading
Instructions
-
-
1
Wait and respond when you are calm and not offended by the complaint; some complaint letters can be inflammatory. If you respond right after reading an offensive letter, it is less likely that you'll be able to handle the complaint in an unbiased, reasonable manner.
-
2
Respond in a timely fashion, within at least seven business days. If the letter is in email form, your response time should be quicker.
-
-
3
Contact the customer via an alternative method, if she requests. For instance, if in the complaint the customer asks that a company representative call her, make an effort to do so.
-
4
Provide an explanation, not an excuse, for the incident. Try to avoid blaming the customer. For example, suppose you own a pest control business and a customer's letter complains that after only three weeks insects have returned, though the treatment he received was supposed to last for two months. Explaining that you may have incorrectly evaluated which pesticide to use is acceptable; saying that the insects returned due to his uncleanliness is not.
-
5
Apologize in some way in your response, even if the incident wasn't your business's fault. You can say something to the effect of "We sincerely regret that you had an unpleasant experience."
-
6
Resolve the customer's issue, if possible. Often, customers will explain what they want from you, such as a refund or discount. Other times they will not specify what they want, and you will need to come up with a resolution.
-
7
Make a goodwill gesture if the customer does not propose a solution to the problem, or if what she requests cannot possibly be done. What the gesture should be depends on what your business is and what the customer complained about. For example, if a customer from your bakery sends a letter complaining that the cake she bought wasn't fresh, offer a coupon for a free cake.
-
8
Gently inform customers when they are being unreasonable. Eventually, you may run into a customer that makes demands you cannot, and should not, meet. Suppose a customer complains that a cashier at your boutique would not let him return a worn, torn dress, and he not only want a refund of his money, but a replacement dress. In this instance, you could explain your store's return policy and why you cannot take back, or replace, merchandise ruined by the customer. To soothe things over, you could offer the customer a discount coupon.
-
1
