How to Answer Complaints?

How to Answer Complaints? :

This letter is an excellent example of how trade may be lost through untactful handling of a complaint and how it may be saved when skill and care are used. The first letter was sent by a localagent for “made-to order” clothes to the house he represented. It was to his mind at least, a just complaint.

But observe how a correspondent at the house answered it. By arguing with the man, and attempting to show him how impossible it was for such an accident to occur in the firm’s shop, he virtually accuses the dealer of covering a blunder of his own. Then following all this, though still protesting the firm’s non-responsibility, he admits that they are complying with the request and sending a new pair of trousers. And even more unpardonable, he says in the closing paragraph “promising that this will not occur again,” which practically admits the fault to be the firm’s after all. Is it any wonder that the dealer, who had long been a good and profitable customer, decided at once to place another firm’s sample book on his counter?

But suppose the complaint had been answered in the manner suggested in the third letter. Here the writer immediately concedes the justice of the man’s complaint expresses sincere regret and without the suggestion of protestation or argument, shows a cooperative spirit by rushing the new trousers to him. Even though the house may not have been at fault, it recognizes here the value of the dealer’s and the customer’s patronage and friendship.

Such a letter would doubtless have meant many a dollar to the firm.

This letter should be typed in the official letter-head of the company.

The Company's Name

Door Number and Street's Name,
Area Name,
Postal Code : XXXXXX
Phone Number : 0000 - 123456789

TO :

The Receiver's Name,
Door Number and Street's Name,
Area Name,
Postal Code : XXXXXXX

Date :

Reference :

Dear _____________,

The suit which you just sent us for Mr. E.F.

Dickinson has arrived in bad condition. The lower part of one trouser leg is badly scorched. This was undoubtedly done by the man who finished and pressed the suit.

It is impossible for us to alter or remedy this in any way, so we are returning the trousers to you by today’s express and would ask that you immediately replace them, as Mr. Dickinson is an old and valued customer and this delay is seriously inconveniencing him.

Yours Sincerely,

(The Sender's Signature)

The Sender's Name

Enc. :

How to Answer Complaints?