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 _____________,

We have your letter of the 25th and havecarefully examined the trousers which you have returned.

After examination we can confidently say that it is impossible for the trousers to have been damaged in the way you suggest. We employ electric irons for all our pressing and they are scientifically heated so that they never reach a temperature hot enough to scorch the surface of the most delicate material. The iron may even be left in one position for a long time without scorching the cloth in the slightest degree.

The trousers were undoubtedly damaged in the shop of your local tailor where you sent them to be pressed, as it is a comparatively easy matter to scorch a fabric with the old fashioned tailor’s goose.

While we feel that we are in no way responsible, we have nevertheless decided to replace the trousers with a new pair. These will be shipped to you Thursday.

Trusting that they arrive without delay and promising you that this will not happen again.

Yours Sincerely,

(The Sender's Signature)

The Sender's Name

Enc. :

How to Answer Complaints?